Measuring the Value of Customer Service

Offered By: LinkedIn Learning

Tags

Customer Service Courses Budgeting Courses Brand Management Courses Employee Engagement Courses

Course Description

Overview

Explore the value of customer service and discover how it can earn a return on investment (ROI).

Syllabus

Introduction

The value and ROI of customer service

1. Principles of Value

The impact of customer service
The use and limits of an overall KPI
Three overarching levels of value in customer service
In your customers' shoes

2. The Benefits of Effective Customer Service

Customer lifetime value (CLV)
Brand promotion
Referred customer value
Product and service innovation
Operational improvements
Employee engagement

3. The Costs of Poor Service

Customer defection
Brand damage
Recurring problems
Compliance, safety, and legal
Employee dissatisfaction

4. Building Your Case

Principles of effective budgeting
Justifying the customer service budget
Evaluating improvement initiatives
Using return on investment (ROI)
Overcoming ROI objections

Conclusion

Focusing on the value of customer service

Taught by

Brad Cleveland

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