How the class is going
View a sample session of this course
✋I'm sure you're familiar with these problems:
• Customers are dissatisfied with the quality of service and you don't understand how to improve their experience
• The support team is overwhelmed and you don't know how to optimize their performance
• Metrics like NPS and CSAT remain low, and you don't see why
• You're not sure how to implement modern technology to improve your service process
• It is difficult to find a balance between customer expectations and the company's capabilities
✈️ This course will help you:
✔ Conduct an audit of customer service performance and identify key areas for improvement
✔ Develop a strategy that will increase customer satisfaction
✔ Create a strong and motivated support team
✔ Optimize processes and implement modern technologies such as AI and automation
✔ Learn to work with metrics and data to make informed decisions
🔥 After the course you will be able to:
🔹 Create and implement customer service strategies that improve business results
🔹 Develop the team and increase its efficiency
🔹 Use key metrics to monitor quality of service
🔹 Handle conflicts and difficult clients in a professional and confident manner
🔹 Introduce innovative approaches that will make your service competitive
🤝 Suitable for all:
• Directors and heads of customer service departments
• Managers who want to improve the quality of service in their company
• HR professionals who want to improve the customer experience of employees
• Professionals seeking career development in the Customer Care sector
🚀 Join the course and become a leader who will take customer service to the next level!
• Customers are dissatisfied with the quality of service and you don't understand how to improve their experience
• The support team is overwhelmed and you don't know how to optimize their performance
• Metrics like NPS and CSAT remain low, and you don't see why
• You're not sure how to implement modern technology to improve your service process
• It is difficult to find a balance between customer expectations and the company's capabilities
✈️ This course will help you:
✔ Conduct an audit of customer service performance and identify key areas for improvement
✔ Develop a strategy that will increase customer satisfaction
✔ Create a strong and motivated support team
✔ Optimize processes and implement modern technologies such as AI and automation
✔ Learn to work with metrics and data to make informed decisions
🔥 After the course you will be able to:
🔹 Create and implement customer service strategies that improve business results
🔹 Develop the team and increase its efficiency
🔹 Use key metrics to monitor quality of service
🔹 Handle conflicts and difficult clients in a professional and confident manner
🔹 Introduce innovative approaches that will make your service competitive
🤝 Suitable for all:
• Directors and heads of customer service departments
• Managers who want to improve the quality of service in their company
• HR professionals who want to improve the customer experience of employees
• Professionals seeking career development in the Customer Care sector
🚀 Join the course and become a leader who will take customer service to the next level!
Join the course participants' Telegram chat ⇢⇢⇢
Four reasons to enroll in this course now
Don't miss your chance!
-
Who this course is for- Customer Care executives and directors or anyone who would like to become one
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What you'll learn to do- Create and develop customer support and care service
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Benefit- You'll get a complete set of tools from auditing and strategy to metrics for effective performance
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Differentiation from other courses- This course allows you to learn the profession of CCO (Chief Customer Officer) in a short period of time
The program of the course about Customer support
Don't miss your chance!
Recorded class with a feedback on the homework
Recorded class with a feedback on the homework
Class 1: Role and Responsibilities of the Director of Customer Care
- Main tasks and key functions in the company.
- Impact on customer experience and business results.
- Key KPIs: NPS, CSAT, CES, FCR.
- Interaction with other departments (marketing, sales, product).
- Leadership and change management in customer service.
Recorded class with a feedback on the homework
Recorded class with a feedback on the homework
Class 2: Auditing Customer Care performance
- Audit Goals and Objectives: how to assess the current situation.
- Customer Journey Mapping: analyzing the customer journey.
- Data collection methods: surveys, interviews, feedback.
- Evaluation of key processes and indicators.
- SWOT analysis: strengths and weaknesses of the team.
- Identifying bottlenecks and defining growth points.
Recorded class with a feedback on the homework
Recorded class with a feedback on the homework
Class 3: Developing a customer service strategy
- Building the vision and mission of customer service.
- Defining long-term and short-term goals.
- Development of service policy and standards.
- Selection of service model: omnichannel, self-service and others.
- Preparation and implementation of the strategy.
Recorded class with a feedback on the homework
Recorded class with a feedback on the homework
Class 4: Managing the Customer Care Team
- Recruitment and adaptation of employees in the team.
- Training and development: regular trainings and coaching.
- Motivation systems: financial and non-financial.
- Performance management: regular appraisals and feedback.
- Building a culture of support and engagement.
- Creating career tracks for employees.
Recorded class with a feedback on the homework
Recorded class with a feedback on the homework
Class 5: Process Optimization, AI and Automation
- Analysis of current processes: how to determine what needs to be optimized.
- Using CRM and CCM systems.
- Implementation of automation: chatbots, AI and self-service.
- Building SLAs (service levels) and SOPs (operational standards).
- Monitoring and quality control of processes.
- Cases of successful automation in customer service.
Recorded class with a feedback on the homework
Recorded class with a feedback on the homework
Class 6: Key metrics and analytics
- Metrics for measuring customer experience: NPS, CSAT, CES.
- Team performance metrics: AHT, FCR, SLA.
- Analyzing feedback from customers.
- Reporting systems and data visualization.
- Using analytics for decision making.
Recorded class with a feedback on the homework
Recorded class with a feedback on the homework
Class 7: Dealing with difficult clients and situations
- Types of difficult clients and basic approaches to working with them.
- Conflict management: active listening techniques.
- Escalation: how and when to involve the manager.
- Standards of communication in crisis situations.
- Building a plan to prevent negative feedback.
- The role of empathy in working with clients.
Recorded class with a feedback on the homework
Recorded class with a feedback on the homework
Class 8: Innovation and the Future of Customer Service
- New technologies in Customer Care: what is important to know.
- Trends and best practices at the global level.
- The role of artificial intelligence and big data in customer care.
- Innovative approaches to omnichannelization.
- How to stay competitive in a changing world.
- Building long-term plans for service development.
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Join the Telegram chat, where we post all updates and free webinars
Join chat How the Customer Experience course is taught
1
Webinar recording
You watch the recorded sessions at your own pace and study the material. We open 1 lesson per week
2
Homework checked by the course author
Each webinar has a practical task that you must do to get a diploma
3
A case study of the participants
We chat on Telegram and discuss participants' cases remotely
4
Getting a diploma
Students who successfully complete the course assignments will receive a diploma at the end of the course
Diploma of HR Professional after completing the course
So coveted and valuable
So coveted and valuable
- Integrates into Linkedin and HH profiles
- Each diploma has a unique code
- QR code on the diploma leads to the online version
- Impossible to forge
- Issued on a certified Accredible platform (the same place where Rosetta Stone, Google, Udacity, Kaplan University and others issue certificates), look at an example
Who leads?
Course author and facilitator Mike Pritula
- Founder of Mike Pritula Academy and PapaHR software
- #1 HR Opinion Leader in 2019
- Author of the largest Youtube HR channel
- 20 years in HR Wargaming, Preply, iDeals, Starlightmedia, Alfa-Bank, PeopleForce
- Realized more than 50 HR projects
- Formed 4 HR teams in different businesses.
- Top 10 best HR CIS
- Since 2010 he has been engaged in online training
- HRCI representative in CIS, prepares for SHRM certification.
- Holder of PHRi, SHRM-CP, HCI sHRBP certifications.
- The first to launch online HRCI certification preparation courses in more than 10 countries.
- More than 10000 trained HR
- Author of HR competency model
- Author of the most complete HR audit checklist
- HR Person of the Year of Ukraine (2018) and Belarus (2017)
- More than 100 published articles and presentations
- More than 5 mln views of articles
- Author of a column on the Lifehacker.ru website
- Author of the books "Resume for a Million" and "AI in HR"
HR-persona
by Headhunter Ukraine and Belarus
TOP-20
HR leaders by Headhunter
TOP-5 HR
by delo.ua
#1
HRCI CIS representative
What's inside the online course about Customer Service
Here is what you will get on the course
-
Intensive course workIn the course you are not a passive listener, but actively participate in chat during the class and between classes, and practice all the knowledge you have learned and receive feedback from the course author -
ToolsYou will receive a large number of proven tools that the author has tested in a wide variety of companies, many of which have been developed personally, as well as examples from top companies -
Ready-made solutionsYou don't have to develop all the solutions yourself. You will get ready-to-use solutions straight away, on a "take-it-or-leave-it" basis. Your only task is to adapt all the tools you receive to your company -
ExamplesWe will have many examples and cases from companies in a wide variety of industries of how they have solved business problems using tools. You are sure to find many ideas for yourself -
Homework assignmentsIn your homework, you will adapt all the tools and solutions to your business, and the course author will personally check how you did it. -
Chat roomAll students are added to a dedicated Telegram-chat where they can ask questions and get help, share experiences and find like-minded people and friends.
CONVENIENT STUDENT ACCOUNT
How the course on Customer Care is taught
All resources: webinar recordings, presentations, supplementary materials, are stored in your personal account.
For communication and support, all participants communicate in a dedicated Telegram chat room.
For communication and support, all participants communicate in a dedicated Telegram chat room.
Contact us in any way you like: