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Course Description

For more details on our Writing & Communications program area, please join us for a FREE webinar on Wednesday, June 1 at 12:00 p.m. Udeni Amit, Director of Technologies, Operations & Communication Programs, will discuss how our certificates and courses can be of great value in your professional development. 
This course is 56 learning hours inclusive of 6 hours of live sessions. It is recommended that students spend an average of 7 hours per week on this course.

The first course in the Certificate in Customer Service Specialization provides an overview of customer success terminology and an introduction to basic functions within a business. It will cover the need for customer success strategies, the importance of customer service professionals and trends in the marketplace. Participants will build knowledge on the evolution of customer success management including techniques on how to increase customer satisfaction, strategies, missions and visions that support customer success.

Course Outline

Each week has a one-hour online live session with the instructor. Students who are absent for a live session will have access to a recording.

  • Week 1: Orientation
  • Week 2: The Need for Customer Success Strategies
  • Week 3: The Importance of Customer Service Professionals
  • Week 4: Trends in the Marketplace
  • Week 5: The Evolution of Customer Success Management
  • Week 6: Strategies, Missions, and Visions that Support CS

What You Will Learn

  • The formal definition of customer success management
  • How to incorporate customer success into supporting customer-facing roles
  • What customer service professionals do on a day-to-day basis
  • The use of social media, big data and artificial intelligence (AI) in customer service
  • Techniques of increasing customer satisfaction

Notes

By enrolling in this course, you will be automatically enrolled in the Certificate in Customer Service Specialization.

Recommended For

  • Small business owners
  • General/Technical salespersons
  • General managers and managers
  • Executives/Supervisors

Applies Towards the Following Certificates

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Enrol Now - Select a section to enrol in
Section Title
Understanding the Value of Customer Success
Type
Online - Synchronous
Days
Thursday
Time
8:00PM to 9:00PM
Dates
Jan 12, 2023 to Feb 16, 2023
Type
Online Examination
Dates
Feb 16, 2023 to Mar 02, 2023
Schedule and Location
Total Learning Hours
56.0
Location
  • Online Campus - Atlantic Time
Instruction Delivery Method(s)
Course Fee(s)
Fee non-credit $1,195.00
Instructors
Reading List / Textbook

Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue
Author: Nick Mehta; Dan Steinman; Lincoln Murphy
Edition: 1st
Binding: Hardcover
Publisher: Wiley
ISBN: 9781119167969

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