Customer Service

Description

Week 1

Customer Service Fundamentals
Changing times: the era of the new customer
What is Customer Service?
Customer perception pyramid
3 videos, 10 readings, 4 questionnaires

Week 2

Focused on the customer
Looking from the outside in: A new way of understanding business
How do we listen to the customer?
2 videos, 5 readings, 5 questionnaires

Week 3

Customer Service Strategy
What are the two key aspects you can’t miss?
The dimensions of cultural transformation
Which dimension of transformation do we start with?
4 videos, 10 readings, 5 questionnaires

Week 4

Dimensions of Cultural Transformation
Defining the purpose
Measuring perception
Understanding the customer
Designing the experience
Inspiring the team
Aligning the organization
5 videos, 10 readings, 3 questionnaires