How to Better Understand Customer Service

How to Better Understand Customer Service

I have come across many business environments in which the fundamentals in areas of business were lacking. Customer service is definitely one of those areas that came up often.

This course is designed for mid to senior level managers and leadership who want to get a deeper understanding of how to start to measure customer service and its concepts.

If you can't measure it, you can't manage it. It is important to fundamentally understand the concepts and objectives first.

In the training course we will discuss 9 key areas you should be measuring, managing, and benchmarking for your business.

The 9 areas will include:

1.Customer service

2.NPS measures

3.Customer Retention Rate

4.Customer Satisfaction Index

5.Customer Profitability Score

6.Customer Lifetime Value

7.Customer Turnover Rate

8.Customer Engagement

9.Customer complaints

The training will provide you with the tools to get started. A workbook is also provided for your use.

Customer service has evolved dramatically in the past 20 years, and it is important to understand why it is quickly going from a cost center to a growth engine.

Understanding what our customers want from us is crucial to long term sustainability.

"We don't want to push our ideas on to customers, we simply want to make what they want." Laura Ashley

Don't miss the boat!

Customer Service Metrics

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What you will learn

• You will learn how to effectively manage the success of your customer service efforts.
• You will learn how to measure and what instruments to use for customer service.

Rating: 4.2

Level: Expert Level

Duration: 36 mins

Instructor: Dr. Mayra Austin, D.B.A