Course Description

This course is 49 learning hours inclusive of 5 hours of live sessions. It is recommended that students spend an average of 7 hours per week on this course.

The second course in the Certificate in Customer Service Specialization explores how customer success strategies are implemented by focusing on ones that work and fail by industry, and operations that support customer success. It will also provide an overview on servicescape management, channel management and key performance indicators.

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: Winning Strategies and Best Practices in Customer Success
  • Week 2: Operations that Support Customer Success
  • Week 3: Servicescape Management
  • Week 4: Channel Management
  • Week 5: Key Performance Indicators

What You Will Learn

  • Laws of customer success and customer success management 
  • Methods of managing service and product offerings
  • Customer feedback and experience as it relates to the servicescape
  • Winning channel strategies
  • Measuring customer experience


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

The Faculty of OLCD recommends an intermediate level of English language proficiency for the most effective learning and participation in our online and face-to-face courses. A list of the minimum recommended scores on some common English tests can be found on our website. If you have questions about your English language proficiency and ability to succeed in this course, please contact openlearning@dal.ca.

Recommended For

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

Applies Towards the Following Certificates

Enrol Now - Select a section to enrol in
Section Title
Implementing Customer Success Strategies
Online - Scheduled
8:00PM to 9:00PM
Apr 03, 2024 to May 01, 2024
Online Examination
May 01, 2024 to May 15, 2024
Schedule and Location
Total Learning Hours
  • Online Campus - Atlantic Time
Instruction Delivery Method(s)
Course Fee(s)
Fee non-credit $1,195.00
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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