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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 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

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
Implementing Customer Success Strategies
Type
Online - Synchronous
Days
Thursday
Time
8:00PM to 9:00PM
Dates
Apr 06, 2023 to May 04, 2023
Type
Online Examination
Dates
May 04, 2023 to May 18, 2023
Schedule and Location
Total Learning Hours
49.0
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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