Customer Service Strategy

Learn how to develop and execute a strategy to deliver great customer service, boost customer loyalty, and drive innovation and change.

Introduction

• Welcome

1. The Importance of Customer Service Strategy

• What is customer service strategy?
• The importance of effective service strategy
• Identify customer expectations
• Avoid common pitfalls
• Characteristics of an effective customer service strategy

2. The Strategic Planning Process

• Introduction to the strategic planning process
• Establish a shared vision
• Shape the customer access strategy
• Build the right skills, knowledge, and leaders
• Implement operational plans and processes
• Establish enabling technologies
• Make the required investments
• Harness innovation

3. Putting Strategy to Work

• Using strategy to guide decisions and direction
• Gauge the effectiveness of your customer service strategy
• Keep strategy current

Conclusion

• Next steps