Excellence in customer service is essential to the long-term viability of any business and because of this every business must develop its customer service program to the highest level. Excellence in customer service has a direct impact on customer loyalty and where potential customers choose to spend their money. The Alison Learning Path in Customer Service explains why the higher the quality of customer service your business provides, the higher the level of customer satisfaction your business will enjoy, and that will translate into repeat business and more revenue. The Alison Learning Path in Customer Service is a sequence of courses that explains how to implement an effective customer service program that can be applied in the hospitality industry, the retail industry and the public sector. Businesses need to understand how the modern tech-savvy customer learns about and responds to new products or services online through online buzz, online PR, and online dialogues. Learn how to implement an effective customer service program in your business or organization so that you can better understand your customers to increase sales of your products or services.
Courses in this Learning Path
Customer Service Training
Good customer service is vital for all businesses, large or small. It can have a direct impact on customer loyalty and where potential customers choose to spend their money. Simply put, the higher quality customer service you provide, the higher level of customer satisfaction you will enjoy, and that will translate into repeat business and more revenue.
This free online course from Alison introduces the basic concepts of customer service and dives into effective customer service techniques and practices. It will benefit anyone who deals directly with a business or organization’s customers.
Gain thorough knowledge and understanding of customer service practices and become confident in handling enquiries, complaints, and communications.
1-2 Hour50 Points
Staying Close to the Customer
Yahoo is a very popular Web site but, with strong competition for products and services coming from others like Google and Facebook, Yahoo as an organisation faces severe challenges in being more competitive in the advertising market.
In this free online course Sue Decker, the CEO of Yahoo from 2008 to 2009, discusses how the founders of Yahoo focused on the needs of its customers by developing a hierarchal database structure for faster and more efficient searches making life easier for the customer. The course also looks at how internal structuring of the sales force was implemented to improve customer service, where the gap in monetising search queries between it and Google occurred, and recent acquisition proposals.
This course will be of interest to advertising, business, marketing professionals and entrepreneurs who have an interest in how an online Web company uses its customer base as a business model.
1-2 Hour50 Points
Understanding Your Customers to Drive Sales
Tien Tzuo is Chief Strategy Officer with Salesforce.com, and in this free online course he discusses why businesses must move their marketing strategy away from direct-marketing campaigns to online marketing. For online marketing to work he explains why businesses must understand how the 21st century customer learns about new products or services online through online buzz, online PR, and online dialogues.
He explains that when designing a complex product, a business should create a layered product that allow customers choose how complex the functionality of the product should be, and that in the modern marketplace businesses must serve the customer by providing a free trial of the product. Businesses must also provide a post-sales service to customers. This course will be of interest to business professionals who would like to learn what practices a business should implement so that it can better understand its customers to drive sales of its products or services. It is also a useful course for any entrepreneur seeking to develop an online business.
1-2 Hour50 Points
Customer Relationship Management in Business Services
The free online course Customer Relationship Management in Business Services focuses on how businesses can achieve excellence in customer relationships by designing and developing effective and efficient service processes for their customers.
The course begins by showing you how fluctuating demand from customers for a service can be addressed by businesses by managing capacity within the service process they offer to their customers. You will then learn how businesses can use marketing elements to shape demand patterns for a service. You will learn about consumer behaviour and how important elements of service processes such as queuing and waiting lines can be re-designed to greatly improve customer experience and also increase service productivity and efficiency. You will also learn about The Three-Stage Model of Service Consumption and how this model allows service managers set objectives and shape consumer behaviour in a targeted manner.
Finally, you will learn about self-service technologies (SSTs) and co-creation of business services and how these methods are the ultimate form of customer involvement in a business service when used appropriately. The course uses real-world examples throughout to demonstrate how service businesses and service organisations around the world achieve excellence in their customer relationships.
This course will be of great interest to all professionals working in service businesses and service management and who would like to learn more about creating business services that go beyond customer satisfaction and achieve customer delight.
3-4 Hours50 Points