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Measuring the Value of Customer Service

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Explore the value of customer service and discover how it can earn a return on investment (ROI).

Syllabus

Introduction

The value and ROI of customer service
What you need to know

1. Principles of Value

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

2. The Benefits of Effective Customer Service

Customer lifetime value (CLV)
Brand promotion
Referred customer value
Product and service innovation
Operational improvements
Employee engagement

3. The Costs of Poor Service

Customer defection
Brand damage
Recurring problems
Compliance, safety and legal
Employee dissatisfaction

4. Building Your Case

Principles of effective budgeting
Justifying the customer service budget
Evaluating improvement initiatives
Using return on investment (ROI)
Overcoming ROI objections

Conclusion

Next steps

Taught by

Brad Cleveland

Reviews

4.6 rating at LinkedIn Learning based on 88 ratings

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