Course Description
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