A Manager's Guide to Superior Customer Service

Course Description

A Manager's Guide to Superior Customer Service explores the art and science of developing a superior customer experience. Customers are vital to any organization and superior customer service can pay large financial dividends.

Learning Outcomes

After completing this course, the learner should be able to:

• Explain the concept of the comprehensive customer experience
• Discuss the case for offering superior customer service
• Describe the customer service philosophies of leading companies including Apple, Nordstrom, L.L. Bean, and others
• Discuss the concept of performance measurements and Key Performance Indicators (KPIs)
• Describe the use of the Net Promoter Score (NPS)
• Discuss the Voice of the Customer (VoC) process Outline ways to build customer loyalty
• Explain how to calculate Customer Lifetime Value (CLV)
• Discuss the issues involved in managing customer service
• Describe how to establish customer service expectations
• Discuss the approach to providing customer service on different platforms (in-person, over the phone, online)
• Explain approaches for handling difficult customers