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Customer Service Management: Customer Service Management Fundamentals
Learn the basics of customer service management and how it affects a businessPreview the first lesson free — get full access to all 5 lessons.
Intermediate Provider : Christina Atwater 5 Lessons · 14m in Arabic, German, English, Spanish, French, Portuguese, Chinese
Course Description
As a customer service manager, you can expect that you will be coaching, inspiring, and evaluating the performance of your associates while they support your organization’s customers. There are a surprising number of similarities in customer service across many industries and some of the principles can relate to all customers. It is important to understand the relationship between yourself as a manager and company stakeholders, including customers and other departments.
In this Customer Service Management Fundamentals course, you will learn the basics of customer service management, what customer service managers are responsible for, and explore some areas of the customer service function. This course will also focus on how the position benefits the customer and the organization, including how good customer service management creates customer loyalty, positive reviews, and recommendations. By the end of this course, you will understand the value of the customer experience and how to build brand loyalty.
What You'll Learn
- Understand the basics of the customer service function and what the role involves
- Define customer service management and the responsibilities of a customer service manager
- Identify how good customer service benefits the customer and the organization
- Explore the similarities in customers across different industries
- Recognize how good customer service management creates customer loyalty, positive reviews, and recommendations
- Understand the value of the customer experience and how to build brand loyalty
Key Takeaways
- A customer service manager coaches, inspires, and evaluates the performance of associates as they support the organization's customers.
- Many customer service principles apply across industries, and some can relate to all customers.
- Understanding the relationship between the manager and company stakeholders, including customers and other departments, is important.
- Good customer service management creates customer loyalty, positive reviews, and recommendations.
- The course helps learners understand the value of the customer experience and how to build brand loyalty.
Frequently Asked Questions
Who is this course for?
It is designed for customer service managers, who coach, inspire, and evaluate the performance of associates while they support the organization's customers.
What does this course cover?
It covers the basics of customer service management, what customer service managers are responsible for, areas of the customer service function, how the role benefits the customer and the organization, and how good management builds customer loyalty and brand loyalty.
What will I be able to do after completing this course?
You will understand the basics of the customer service function, be able to define customer service management and a manager's responsibilities, identify how good customer service benefits the customer, and explore the similarities in customers across industries.
Does this course address customer service across different industries?
Yes. It explores the similarities in customers across industries and includes a lesson on customer service management across different industries.
What topics are included in the lessons?
The lessons include an Introduction, What is Customer Service Management?, How Good Management Benefits the Customer, Customer Service Management Across Different Industries, and Test Your Knowledge.
