Customer Service and Customer Experience Management Technical Competencies

This course will teach you the methods required to calculate experience metrics essential to analyzing customer service and increasing customer satisfaction. You will also learn how to make customer service planning decisions using analytical practices.

Customer Service and Customer Experience Management Technical Competencies

In these lessons on Generating Solutions, you will learn about several tools and methods that you can use to generate possible solutions and host effective brainstorming sessions. You will also learn about other tools that can help you systematically organize the factors that are important to consider when evaluating a potential solution to a problem. By the end of this course, you will be able to recognize common problem-solving pitfalls, so that you can avoid them.

Customer Service and Customer Experience Management Technical Competencies

These lessons on the Stages of the Product Life Cycle will help you make better decisions for your product. You’ll learn key signposts and best metrics for monitoring where your product is in the cycle, and you’ll discover how to enhance your product’s appeal at each stage through proven marketing techniques. You’ll also learn about different life cycle management styles, including Lean and Agile, so you can determine if you’re using the right one for your product’s and your company’s success.

Customer Service and Customer Experience Management Technical Competencies

In this course, you will learn how businesses use data to target customers and steer customer interaction toward improved customer lifetime value. You will also learn how social media and blogs might affect customer lifetime value. This includes managerial input throughout the content process. You will also look at how managers can promote customer loyalty and encourage customers to take advantage of loyalty programs and incentives.

Customer Service and Customer Experience Management Technical Competencies

In these lessons on Building a Product Case Study, you’ll learn everything you need to know create an effective case study. First, we’ll cover how to analyze the data you gather from research. Next, you’ll learn how to decide which format to use for your case, whether it’s a whitepaper, an infographic, or whatever method best fits your research objectives. Finally, we’ll go over the particulars of writing your study and what factors require particular attention.

Customer Service and Customer Experience Management Technical Competencies

Customer service is all about how you, a representative of your company, are able to help someone who wants to use your company’s product or service. At a basic level, it’s all about making yourself useful to the customer.

Customer Service and Customer Experience Management Technical Competencies

These lessons on Product Life Cycle Management will help you manage your product’s stages by explaining what product life cycle management is and what its goals are. You’ll learn how to recognize shifts in your product’s life cycle using available tools and monitoring key metrics. You’ll also learn how to avoid pitfalls by using best practices, and you’ll discover the value of regular communication, targeted marketing, and consistent branding to keep your stakeholders and customers engaged.

Customer Service and Customer Experience Management Technical Competencies

Behind every successful business exists a strong commitment to customer service professionalism. This online employee training course seeks to not only teach new skills but to help customer service representatives improve the skills they already possess. The secret to fantastic customer service lies in your ability to incorporate these skills into your everyday life. Once fully integrated into your daily habits, providing world-class customer service becomes second nature.

Customer Service and Customer Experience Management Technical Competencies

In this course, you’ll explore some best practices for business process management (BPM) implementation, including setting realistic expectations, finding relevant key performance indicators (KPIs), monitoring progress, and using appropriate technology tools alongside BPM software and tools. You’ll also explore some of the available options on the market for BPM services.

Customer Service and Customer Experience Management Technical Competencies

In this course, you will examine the role customer retention plays in customer lifetime value. You will look at the costs to attract, onboard, and retain customers and how this impacts managers. You will also learn how businesses track and measure customer lifetime value.

Customer Service and Customer Experience Management Technical Competencies

Leadership skills are like any other: they can be learned, stretched, and mastered. In this course, you’ll learn the basic skills that are necessary to become a leader, from time management skills and prioritizing deadlines, to delegating tasks and more. Plus, you’ll acquire important skills that can differentiate you from other leaders, such as solution-based ways to solve problems.

Customer Service and Customer Experience Management Technical Competencies

How exactly can you provide people with good customer service? The answer lies in being both positive and competent.

Customer Service and Customer Experience Management Technical Competencies

Today's customers have high expectations of the companies they buy from. Customers want to feel they are being heard, are part of something, and are having their needs met. Surpassing their expectations will keep your company competitive. This course will teach you the elements of customer care, how to connect with your customers, build a loyal following, and handle complaints.

Customer Service and Customer Experience Management Technical Competencies

Let’s look at some tips you can use for when you want to speak with your coworkers and customers. We’ll go over some mindfulness exercises you can use to feel refreshed.

Customer Service and Customer Experience Management Technical Competencies

Customer feedback, customer service, and customer reviews all take place in the digital space. This course will discuss best communication techniques and how to handle negative online reviews that are posted on different platforms. By considering each of these areas and developing a method for response, we can bring our organizations to success in the digital space.

Customer Service and Customer Experience Management Technical Competencies

In this course on Major Considerations in Workforce Planning, you will learn the impact that effective communication with stakeholders can have on the planning process. You will also learn how responsibility and accountability can reduce conflict and create a degree of uniformity in the planning process. Workforce planning can influence organizational change, and it is important to know how this change needs to be integrated.

Customer Service and Customer Experience Management Technical Competencies

Having a welcoming and inclusive workplace culture comes down to many things. But as someone in a superior position, much of its positive influence comes down to how you treat your employees.

Customer Service and Customer Experience Management Technical Competencies

In KnowledgeCity’s course, Tactical Planning and Your Strategic Business Plan, you will learn the basics of tactical planning and how specific action items can achieve short-term goals and align with your strategic business plan. This course also helps you determine the best options for your organization with tactical planning implementation. This course demonstrates ways to create a line between tactical and strategic planning, while having them run separately and simultaneously.

Customer Service and Customer Experience Management Technical Competencies

Communication is both a give and take in the two-way communication process. You just don’t want to talk at people, you want to create an engaging environment and invite engaging conversations. In this Two-Way Communication course, you will learn how to use two-way communication with technology, how you can improve your two-way communication skills, and different methods of using two-way communication.

Customer Service and Customer Experience Management Technical Competencies

In today's digital landscape, the expansion of mobile devices has forever changed how we consume information. With email so easily accessible, email marketing has become an essential part of how businesses connect with their audience. Developing effective email marketing strategies that incorporate email sequences to guide subscribers through a carefully designed journey has the ability to fill your sales funnel and positively impact your bottom line.