Advanced Certificate in Human-Centered Customer Service
-- ViewingNowThe Advanced Certificate in Human-Centered Customer Service is a comprehensive course designed to equip learners with essential skills for career advancement in customer service. This program emphasizes the importance of a human-centered approach, which focuses on creating positive and memorable experiences for customers.
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โข Customer Service Fundamentals: Understanding the core principles of customer service, including effective communication, problem-solving, and empathy.
โข Human-Centered Design Thinking: Applying design thinking principles to customer service, focusing on empathy, ideation, prototyping, and testing.
โข Customer Experience Management: Managing the end-to-end customer journey, including pre-sales, sales, and post-sales support.
โข Customer Feedback Analysis: Analyzing customer feedback to identify trends, pain points, and opportunities for improvement.
โข Customer Service Metrics: Measuring and tracking customer service performance, including metrics such as customer satisfaction, net promoter score, and first response time.
โข Multi-Channel Customer Service: Managing customer interactions across multiple channels, including phone, email, chat, and social media.
โข Ethical Considerations in Customer Service: Understanding ethical considerations in customer service, including data privacy, accessibility, and inclusivity.
โข Customer Service Leadership: Developing leadership skills to lead and manage a customer service team, including coaching, motivation, and performance management.
โข Change Management in Customer Service: Managing change in a customer service environment, including adopting new technologies, processes, and best practices.
These units provide a comprehensive and advanced curriculum for a certificate program in human-centered customer service. They cover a wide range of topics, from fundamental customer service principles to advanced concepts such as design thinking, multi-channel customer service, and change management.
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