Maintaining Customer Service Across Channels
Duration15'
No. of mini-lessons8
ResourcesWorkbook
Duration 15'
No. of mini-lessons 8
Resources Workbook
Course overview
“Should we be focusing on customer service or customer experience?”
That might sound like a trick question, but customer service and customer experience are two very different parts of the same puzzle. Understanding how the two terms interlink will have a huge impact on your ability to improve your relationship with clients and customers.
This course clarifies the difference between customer service and customer experience once and for all. Then, it goes on to show how not all customers will enjoy the same type of interaction. So, for truly top-notch customer experience, it’s important to learn to adapt to the customer’s preferences.
What's covered
People’s expectations of a good customer experience
The differences between Customer Service and Customer Experience
What multiple channels are, and how service should flow between them
How to maintain context across channels
Finding the balance between online and human interaction
Why your teams need this course
Understanding how to create an effective customer experience is essential. Whether you have a product, a service, or simply want to become better at communicating. This course will benefit any team that communicates with customers through more than one channel, be it social media, email, telephone or face-to-face, or those wanting a more comprehensive understanding of the breakdown of the customer journey.
