Establish a strategy in customer relations

Important to know:
The course video is English with Romanian subtitles and test questions are in Romanian.

Overview

There are several defining moments, or moments of truth, that can stimulate or cancel every service delivery transaction. In order to successfully navigate these moments of truth in customer relations, it is important for service delivery organizations to add value to a customer experience by creating and implementing strong and clearly defined customer service (CS) standards. In this course, you will learn about the techniques used to shape the direction of customer service in an organization, including mapping, researching, acting, and evaluating moments of truth. You will also learn how to develop and implement a dedicated customer service strategy to achieve excellence in service delivery.

 

Objectives

• Recapitulate the importance of truth moment management

• Recognize how to map and research truth moments to improve the customer experience

• Identify examples of guidelines for action and evaluation of truth moments

• Recognize examples of effective customer service standards

• Identify examples stages in the process of developing customer service standards

• recapitulating the process of adapting to customer needs

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Enrolled: 8 students
Video: 00:18:35
Level: Introductory

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