Customer Service Strategy (2018)

51mIntermediate2018-06-28

Authors

Brad Cleveland

Customer Strategy, Management, and Omnichannel Services Expert

Course details

Given fast-evolving customer expectations, every organization needs an effective customer service strategy to guide operations and decisions. Your service strategy is the bridge between the organization's vision and mission—and the decisions and actions that happen every day. Join Brad Cleveland in this course and learn how to develop and execute an effective customer service strategy for your organization and team. Learn the seven steps of the strategic planning process, involving vision, customer access, talent, processes, technology, investments, and innovation. Plus, discover how to put your strategy to work, measure its effectiveness over time, and make updates to keep your strategy current.

Learning objectives
What is customer service strategy?
Identifying customer expectations
Strategic planning
Investing in skills, leaders, and technology
Encouraging innovation
Putting the strategy to work

Skills covered

Customer Service ManagementCustomer ServiceDeep Dive (X:Y)

Concepts

0. Introduction

01 - Welcome

1. The Importance of Customer Service Strategy

02 - What is customer service strategy
03 - The importance of effective service strategy
04 - Identify customer expectations
05 - Avoid common pitfalls
06 - Characteristics of an effective customer service strategy

2. The Strategic Planning Process

07 - Introduction to the strategic planning process
08 - Establish a shared vision
09 - Shape the customer access strategy
10 - Build the right skills, knowledge, and leaders
11 - Implement operational plans and processes
12 - Establish enabling technologies
13 - Make the required investments
14 - Harness innovation

3. Putting Strategy to Work

15 - Using strategy to guide decisions and direction
16 - Gauge the effectiveness of your customer service strategy
17 - Keep strategy current

Conclusion

18 - Next steps