Measuring the Value of Customer Service

Understanding the value of customer service, and being able to measure that value, will empower you to demonstrate return on investment (ROI) for your organization. Learn how to quantify the value of customer service, then dive into methods that apply to your unique environment. This course is designed to provide a perspective on this multifaceted topic and equip you and your team to make decisions that are right for your customers and your organization.

Learning objectives
Defining value and ROI in customer service
Characteristics of an effective customer service approach
Customer lifetime value and loyalty
Brand promotion and referrals
The value of operational improvements
Product and service innovation
Engaging your employees
Compliance, safety, and legal costs
Key measures and calculations
Principles of effective budgeting
Customer service leaders and company leaders