Overview
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Explore the value of customer service and discover how it can earn a return on investment (ROI).
Syllabus
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Introduction
- The value and ROI of customer service
- What you need to know
- The impact of customer service
- The use and limits of an overall KPI
- Three overarching levels of value in customer service
- In your customers' shoes
- Customer lifetime value (CLV)
- Brand promotion
- Referred customer value
- Product and service innovation
- Operational improvements
- Employee engagement
- Customer defection
- Brand damage
- Recurring problems
- Compliance, safety and legal
- Employee dissatisfaction
- Principles of effective budgeting
- Justifying the customer service budget
- Evaluating improvement initiatives
- Using return on investment (ROI)
- Overcoming ROI objections
- Next steps
