Generating Customer Value Through Service

Learners will understand how to design and generate customer service systems from scratch.

Learners will gain strategies to recruit, train, and scale service teams effectively.

Learners will develop skills to implement omnichannel support and leverage technology.

Learners will be able to measure service performance using industry-standard metrics.

Learners will leave with a framework for repeated operations of generating value through customer service.

Fundamentals of customer service generation and evolution

Designing service processes and workflows

Recruitment and training of customer service professionals

Building omnichannel support (phone, email, chat, social media)

Leveraging technology: CRM, AI chatbots, ticketing systems

Embedding customer-centric culture across the organization

Service metrics: CSAT, NPS, First Response Time, Resolution Time

Continuous improvement through feedback loops and innovation

Repeated operations: design → train → implement → measure → improve