Customer Service Management

In development

Designing and running a service function: service standards and SLAs, journey mapping, complaint and recovery handling, quality monitoring, team coaching and the metrics that predict retention.

Category: Management & Leadership
Difficulty: Intermediate
Estimated time: 25 hours
Price: $129

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Learning outcomes

By the end of this course you will be able to:

Define service standards a team can actually meet
Map a customer journey and fix its worst moment
Turn a complaint into a retained customer
Coach service quality using monitored evidence

Curriculum

The lessons for this course are being authored now. We publish the module list when the content behind it actually exists — we would rather show you nothing than a syllabus that has not been written. The scope, outcomes and project below are real and final.

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What you will build

A service improvement plan with standards, journey map and measurement framework.