Shaping the Direction of Customer Service in Your Organization

Overview/Description
There are several defining moments or moments of truth that can make or break every service transaction. To successfully navigate these moments of truth, it's important for service organizations – and specifically customer service leaders – to add value to a customer's experience by creating and implementing strong, clearly-defined service standards. To implement effective standards and strategies, it's crucial that you stay attuned to customer needs and expectations, building a dynamic, adaptive service strategy based on input such as market research and customer feedback. This course explores strategies used to shape the direction of customer service in your organization including defining moments of truth, the creation and implementation of quantifiable service standards and methods of evolving your customer strategy to meet the changing needs of your customers. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

Target Audience
The target audience is expected to include individuals in a management or leadership role who can affect how customer service can be implemented within an organization

Prerequisites
None

Expected Duration (hours)
1.0

Lesson Objectives

Shaping the Direction of Customer Service in Your Organization

recognize how to manage moments of truth to improve the customer experience

recognize examples of effective customer service standards

recognize how to implement effective service standards

recognize how to stay tuned in to customers' changing needs