Customer Service Learning Path

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

  1. Customer Service Training

    Tailored for learners at any stage of their career and completed by over 40,000 people worldwide, this free course will introduce you to the basic concepts of customer service and guide you through effective service techniques and practices. You will be shown how to handle the most difficult situations that arise in customer service, and will be given a clear explanation of why these situations occur.

    The course will then provide you with a roadmap for improving how you handle enquiries and complaints, read situations for the best outcomes, and deliver customer satisfaction. This will involve an-depth but clear discussion of different types of customers and how to assess your customer to identify their needs. This information will enable you to provide great customer service to almost anyone.

    With a little bit of effort, including just the time it takes to complete this course, you can become the customer service guru you don’t know you can be. You’ve got the interest and motivation to get to this point, now keep up the momentum and take the next steps. Get started, and become a certified customer service graduate before you know it. 

    1-2 Hour
    50 Points
  2. 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 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 Hour
    50 Points
  3. Understanding Your Customers to Drive Sales

    Tien Tzuo is Chief Strategy Officer with Salesforce.com, and in this 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 Hour
    50 Points
  4. Customer Relationship Management in Business Services

    This course will show you precisely how to manage your customer relationships through effective business services. The course begins by showing you how fluctuating customer demand for a service can be addressed. Here you will learn how businesses can use marketing tools to shape demand patterns for a service in order to maximise customer satisfaction. You will then learn about consumer behaviour and how important elements of service processes such as queuing and waiting lines can be re-designed to greatly improve the customer experience, service productivity, and efficiency.

    Next, the course will teach you everything you need to know about The Three-Stage Model of Service Consumption. You will learn how this model allows service managers to set objectives and shape consumer behaviour in a targeted manner. Finally, you will learn about self-service technologies (SSTs) and the co-creation of business services, which are some of the most important methods for involving customers in a business service used today.

    Throughout the course, you will be given real world examples of how service organisations around the world achieve excellence in their customer relationships. This will allow you to from the best in a clear, practical, and step-by-step manner. By the end of the course, you will have gained a strong understanding of how the world’s leading businesses manage their customer relationships through excellent business services. So, get started today and in just 4 hours you’ll be ahead of your competitors and have gained a great boost for you career development.

    3-4 Hours
    50 Points


Successfully complete all of these courses to receive a Customer Service Learning Path Award.

All your learning will be reflected in your Learner Record, which you can download for free at any time.

You also have the option of purchasing an Alison Certificate for each of the above courses you successfully complete.


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