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LinkedIn Learning

Customer Service Strategy

via LinkedIn Learning

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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

Introduction
  • Welcome
1. The Importance of Customer Service Strategy
  • What is customer service strategy?
  • The importance of effective service strategy
  • Identify customer expectations
  • Avoid common pitfalls
  • Characteristics of an effective customer service strategy
2. The Strategic Planning Process
  • 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
3. Putting Strategy to Work
  • Using strategy to guide decisions and direction
  • Gauge the effectiveness of your customer service strategy
  • Keep strategy current
Conclusion
  • Next steps

Taught by

Brad Cleveland

Reviews

4.7 rating at LinkedIn Learning based on 632 ratings

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