Customer Service Mastery

This course equips learners with advanced skills for leading and optimizing customer service in a modern, data-driven environment. Topics include understanding customer personas, anticipating needs, and delivering service across social media, chatbots, and self-service platforms. Learn how to coach teams, manage remote support, and track performance using KPIs, OKRs, and NPS. The course also explores leadership, feedback strategies, and the role of the helpdesk reinforcing that customer service is a strategic asset, not a cost center.

Modules covered in this course:

·         Understanding Customer Types (Personas)

·         Anticipating Customers' Needs

·         Customer Service Coaching

·         Managing Remote Customer Service Teams

·         Customer Service through Social Media

·         High-Touch Customer Service

·         Self-Service Customer Management

·         Empowering Customer Service

·         Tracking and Improving the Customer Experience

·         Customer Service is not a Cost Center

·         Leading a Customer Service Team for the First Time

·         KPIs for Customer Service Teams

·         Using Data in Customer Service

·         The Role of The Helpdesk

·         Customer Service and NPS

·         Gaining Meaningful Feedback

·         Customer Service and Chatbots

·         Customer Service OKRs