Concise Content

The course begins by defining customer service and emphasizes the critical aspects of consistency and meeting customer needs, identifying six primary categories. It proceeds to delve into key terminologies prevalent in the service industry, such as omnichannel, customer advocacy, and proactive support. Following this, it outlines essential skills requisite in service, highlighting tenacity and teamwork.

Next, it elucidates the four primary stages involved in managing customer complaints before addressing a pivotal aspect—service recovery. It explores tactics for empowerment and offers insights into international case studies.

Subsequently, the course discusses the relationship between the '4 Cs' and the '4 Ps' of the marketing mix. Furthermore, it covers research metrics, including the Net Promoter Score, for gauging satisfaction and loyalty.

Towards the conclusion, an introduction to CRM service and field service is provided, underscoring the pivotal role of technology in enhancing service delivery!