A Manager's Guide to Superior Customer Service


  3 Hours
  PDF Certificate
CEU: 0.3
CPD: 0.5

Course Description

A Manager's Guide to Superior Customer Service explores the art and science of developing a superior customer experience. Customers are vital to any organization and superior customer service can pay large financial dividends.


Learning Outcomes

After completing this course, the learner should be able to:

  • Explain the concept of the comprehensive customer experience
  • Discuss the case for offering superior customer service
  • Describe the customer service philosophies of leading companies including Apple, Nordstrom, L.L. Bean, and others
  • Discuss the concept of performance measurements and Key Performance Indicators (KPIs)
  • Describe the use of the Net Promoter Score (NPS)
  • Discuss the Voice of the Customer (VoC) process Outline ways to build customer loyalty
  • Explain how to calculate Customer Lifetime Value (CLV)
  • Discuss the issues involved in managing customer service
  • Describe how to establish customer service expectations
  • Discuss the approach to providing customer service on different platforms (in-person, over the phone, online)
  • Explain approaches for handling difficult customers

 $89.00