One of the most amazing ways you can truly distinguish your organization and your brand is by delivering fantastic service to your customers especially in a world where there continues to be a significant deficit in the quality of customer service.
So, from where does fantastic customer service come? It only happens when organizations have a winning service strategy built on three things - firstly an understanding of the expectations that customers have of your organization, products and services and then having an understanding of the service touch points where your customers feel your service; and thirdly integrating these two together by matching expectations at each service touch point and delivering your service to meet and exceed those expectations
This course will take you through a few frameworks to identify customer expectations; map out service touchpoints and integrate them to create a winning service strategy for your business.
Lesson 1: Introduction and Overview
Lesson 2: Understanding Customer Expectations
Lesson 3: Mapping Service Touch Points
Lesson 4: Developing a Winning Service Strategy
Please download the Course Workbook and enjoy the learning experience.
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