✋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!
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
What you'll learn to do
- Create and develop customer support and care service
Benefit
- You'll get a complete set of tools from auditing and strategy to metrics for effective performance
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.
Payment options - early registration
We have made packages available, choose yours and start your development on the course
Standard
$400
per 1 participant
Two Managers
$760
savings of $40
per participant
per participant
Three Heads
$1330
savings of $70
per participant
per participant
Top team
$1755
savings of $95
per participant
per participant
Course registration
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Course registration
Leave your contacts for registration
Transition to secure payment
Course registration
Leave your contacts for registration
Transition to secure payment
Course registration
Leave your contacts for registration
Transition to secure payment
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 work
In 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
Tools
You 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 solutions
You 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
Examples
We 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 assignments
In 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 room
All 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: