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CUSTOMER SERVICE OVERVIEW
Customer Journey Map - Real challenge to understand our customers' insight
Introduction (1:32)
What is Customer Journey Mapping? (3:43)
What are we actually Mapping? (3:58)
Challenge
Proactive Customer Service
Proactive Services: Definition & Benefits (4:32)
Adding value through proactive CS (3:17)
Getting to know your new customer (3:34)
Contingency Planning: Preparing for Potential Customer Issues (3:11)
Using Surveys to Anticipate Customer Needs (3:37)
The Importance of Staying Relevant in the Marketplace (4:14)
Responding to Customer Feedback: Steps & Examples (4:28)
The Importance of a Standard Operating Procedure in Customer Service (5:15)
Customer Service Metrics (6:06)
Chapter Quiz
Check your understanding with these practice questions
What is the difference between the customer service management process and the customer relationship management process?
Quiz over Jolie Siam
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The Importance of Staying Relevant in the Marketplace
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