Customer Service Management

  • 5 Lesson
  • Last Update: Aug 26, 2024

About Course

Introduction

Welcome to the “Customer Service Management” training course at London Academy. This comprehensive program is designed to equip professionals with the knowledge and skills to effectively manage and enhance customer experiences. Throughout this course, participants will learn how to understand customer needs, implement strategies to foster loyalty and business growth, and utilize various tools to create outstanding customer experiences. By the end of this training, participants will be well-prepared to deliver exceptional customer experiences that drive business success.

Training Objectives
Participants in this course will learn to:

  • Understand and define key concepts of Customer Experience Management (CX).
  • Analyse the impact of CX on business objectives and financial performance.
  • Map customer journeys and design strategies aligned with both brand and customerneeds.
  • Utilize various customer research methods to gather actionable insights.
  • Foster a customer-centric culture within their organization.
  • Measure and track CX metrics for performance evaluation and continuousimprovement.

Organisational Impact
Upon completion of this course, organizations can expect to benefit from:

  • Increased customer satisfaction and loyalty.
  • Reduced customer churn and lower acquisition costs.
  • Enhanced brand reputation and customer advocacy.
  • Improved employee engagement and productivity.
  • Boosted revenue and profitability.

Personal Impact
Participants will gain the ability to:

  • Develop and implement a customized CX strategy.
  • Design seamless and effective customer journeys.
  • Interpret customer feedback to drive actionable improvements.
  • Implement communication strategies that strengthen customer relationships.
  • Apply data-driven approaches to measure and manage CX success.
  • Advocate for and cultivate a customer-centric organizational culture.

Join us at London Academy for this in-depth training course and become proficient in managing and enhancing customer experiences to drive your business’s success.

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What Will You Learn?

  • Develop and implement a customized CX strategy.
  • Design seamless and effective customer journeys.
  • Interpret customer feedback to drive actionable improvements.
  • Implement communication strategies that strengthen customer relationships.
  • Apply data-driven approaches to measure and manage CX success.
  • Advocate for and cultivate a customer-centric organizational culture.

Course Content

Customer Service Management course
Welcome to the "Customer Service Management" training course at London Academy. This comprehensive program is designed to equip professionals with the knowledge and skills to effectively manage and enhance customer experiences.

  • Fundamentals of Customer Experience Management
    10:54
  • Research and Strategy for Customer Experience
    05:09
  • Designing and Implementing Exceptional Customer Journeys
  • Communication and Customer Engagement Strategies
  • Measuring and Improving Customer Experience

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£44.00
  • Instrutor: lacademy
  • Duration: 4 hours 20 minutes
  • Level: All Levels
  • Lesson: 5
  • Enrolled: 1
Free
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Material Includes

  • Seminar Outline
  • Fundamentals of Customer Experience Management
  • • Introduction to customer experience management
  • • The power of customer-centricity and its impact on business success
  • • Understanding customer needs, wants, and expectations
  • Research and Strategy for Customer Experience
  • • Analysing customer data to identify trends and insights
  • • Building a customer-centric strategy aligned with business goals
  • • Setting CX metrics and KPIs for measuring success
  • Designing and Implementing Exceptional Customer Journeys
  • • Mapping and designing customer journeys
  • • Leveraging technology and automation to personalize and optimize journeys
  • • Implementing strategies for effective customer engagement
  • Communication and Customer Engagement Strategies
  • • Effective communication techniques
  • • Strengthening customer relationships through engagement
  • • Interpreting and acting on customer feedback
  • Measuring and Improving Customer Experience
  • • Key CX metrics and KPIs: Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES)
  • • Analysing CX data to identify areas for improvement
  • • Continuous improvement strategies for sustaining customer satisfaction

Requirements

  • Who Should Attend?
  • This course is ideal for professionals dedicated to improving customer experience, including:
  • • Customer service representatives
  • • Sales and marketing professionals
  • • Product managers
  • • Customer experience managers
  • • Operations managers
  • • HR professionals
  • • Business leaders
  • • Technical support specialists
  • • Finance and accounting teams
  • • Delivery personnel

Audience

  • • Customer service representatives
  • • Sales and marketing professionals
  • • Product managers
  • • Customer experience managers
  • • Operations managers
  • • HR professionals
  • • Business leaders
  • • Technical support specialists
  • • Finance and accounting teams
  • • Delivery personnel
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