Customer Service Strategy
51mIntermediate2024-04-08
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 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
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 ServiceBusiness StrategyBusiness Analysis and StrategyLeadership and ManagementDeep Dive (X:Y)
Concepts
0. Introduction
- 01 - Customer service excellence is your strategic advantage
1. The Importance of Customer Service Strategy
- 02 - Define a customer service strategy
- 03 - The role of customer service strategy
- 04 - Identify customer expectations
- 05 - Characteristics of an effective customer service strategy
2. Strategic Planning - Charting a Course
- 06 - Introduction to the strategic planning process
- 07 - Establish a shared vision
- 08 - Shape the customer access strategy
3. Strategic Planning - People, Processes, and Technology
- 09 - Build the right skills, knowledge, and leaders
- 10 - Implement operational plans and processes
- 11 - Establish enabling technologies
4. Strategic Planning - Investments and Innovation
- 12 - Make the required investments
- 13 - Harness innovation
5. Putting Strategy to Work
- 14 - Use strategy to guide decisions and direction
- 15 - Gauge the effectiveness of the customer service strategy
- 16 - Keep strategy current
- 17 - Shape the future