Overview
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Learn how to develop and execute a strategy to deliver great customer service, boost customer loyalty, and drive innovation and change.
Syllabus
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Introduction
- Welcome
- What is customer service strategy?
- The importance of effective service strategy
- Identify customer expectations
- Avoid common pitfalls
- Characteristics of an effective customer service strategy
- Introduction to the strategic planning process
- Establish a shared vision
- Shape the customer access strategy
- Build the right skills, knowledge, and leaders
- Implement operational plans and processes
- Establish enabling technologies
- Make the required investments
- Harness innovation
- Using strategy to guide decisions and direction
- Gauge the effectiveness of your customer service strategy
- Keep strategy current
- Next steps
