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Tom Rowland
This course will teach you about the role and importance of the Customer Support function, Net Promoter Score as a measure of customer loyalty, and the Experience Brief as a means of documenting and aligning on a shared vision for Customer Support.
Read more
This course will teach you about the role and importance of the Customer Support function, Net Promoter Score as a measure of customer loyalty, and the Experience Brief as a means of documenting and aligning on a shared vision for Customer Support.
Read more
This course will teach you about the role and importance of the Customer Support function, Net Promoter Score as a measure of customer loyalty, and the Experience Brief as a means of documenting and aligning on a shared vision for Customer Support.
In this course, Exploring Customer Support, you’ll learn to appreciate and interact with the Customer Support function from a product management perspective. First, you’ll explore what the purpose, roles and process are related to Customer Support. Next, you’ll discover what a Net Promoter Score (NPS) is and what it means for your product. Finally, you’ll learn how to leverage an Experience Brief to document a vision of Customer Support. When you’re finished with this course, you’ll have the skills and knowledge of the Customer Support function and NPS needed to communicate and align on a Customer Support experience for your product.
Register for this course and see more details by visiting:
OpenCourser.com/course/kipyud/exploring
What's inside
Syllabus
Course Overview
Introducing Customer Support
Discovering Customer Support Team Roles and Responsibilities
Discovering Customer Support Processes
Read more
Syllabus
Course Overview
Introducing Customer Support
Discovering Customer Support Team Roles and Responsibilities
Discovering Customer Support Processes
Read more
Discovering NPS (Net Promoter Score)
Distilling Three Key Product Management Learnings About Customer Support
Creating an Experience Brief
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Explores the role and importance of Customer Support, making it highly relevant for product managers
Introduces Net Promoter Score (NPS) and its significance for evaluating customer loyalty, providing valuable insights for product managers
Provides guidance on creating an Experience Brief, enabling product managers to align and document a shared vision for Customer Support
Taught by instructors with expertise in Customer Support, ensuring the curriculum aligns with industry best practices
Focuses on key takeaways for product managers regarding Customer Support, providing valuable insights
Covers the essential processes and responsibilities of a Customer Support team, offering a comprehensive understanding
Save this course
Save Exploring Customer Support to your list so you can find it easily later:
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Activities
Be better prepared
before
your course. Deepen your understanding
during
and
after
it. Supplement your coursework and achieve mastery of the topics covered
in Exploring Customer Support with these
activities:
Read Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue
Show steps
Gain insights from industry experts on strategies for improving customer support and reducing churn.
View
Customer Success: How Innovative Companies Are...
on Amazon
Show steps
-
Read chapters related to the role and importance of customer support.
-
Identify key takeaways on how to create a successful customer support function.
Discuss Customer Support Best Practices
Show steps
Engage with peers to exchange ideas and learn from their experiences in providing exceptional customer support.
Show steps
-
Join a peer session or discussion forum related to customer support.
-
Share your insights and experiences.
-
Listen to and learn from other participants.
Calculate NPS
Show steps
Practice calculating NPS to solidify your understanding of this key metric for customer satisfaction.
Show steps
-
Identify promoters, passives, and detractors from a sample dataset.
-
Calculate the NPS using the formula provided in the course.
-
Interpret the NPS score and identify potential areas for improvement.
Four other activities
Expand to see all activities and additional details
Show all seven activities
Develop a Customer Support Process Flowchart
Show steps
Create a visual representation of the customer support process to identify potential bottlenecks and areas for improvement.
Browse courses on
Customer Journey
Show steps
-
Identify the key steps involved in providing customer support for your product.
-
Map out the sequence of steps in a flowchart.
-
Analyze the flowchart to identify areas for optimization or automation.
Use the Experience Brief Template
Show steps
Follow tutorials to practice creating an Experience Brief, which is a valuable tool for aligning on customer support expectations.
Browse courses on
Experience Brief
Show steps
-
Access the Experience Brief template provided in the course.
-
Fill out the template with specific details for your product or service.
-
Share the completed Experience Brief with stakeholders to gain feedback and ensure alignment.
Develop a Customer Support Training Plan
Show steps
Create a comprehensive plan to train and develop your customer support team, ensuring they have the skills and knowledge to deliver exceptional support.
Browse courses on
Customer Service
Show steps
-
Identify the core competencies and skills required for effective customer support.
-
Develop training modules that cover these competencies.
-
Create a training schedule and delivery plan.
Contribute to Customer Support Open Source Projects
Show steps
Engage with the open-source community to enhance your understanding of customer support tools and best practices.
Show steps
-
Identify open-source projects related to customer support.
-
Contribute to these projects by reporting bugs, suggesting features, or writing documentation.
-
Collaborate with other community members to improve the tools and resources available to the customer support industry.
Read Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue
Show steps
Gain insights from industry experts on strategies for improving customer support and reducing churn.
View
Customer Success: How Innovative Companies Are...
on Amazon
Show steps
Show steps
Show steps
- Read chapters related to the role and importance of customer support.
- Identify key takeaways on how to create a successful customer support function.
Discuss Customer Support Best Practices
Show steps
Engage with peers to exchange ideas and learn from their experiences in providing exceptional customer support.
Show steps
Show steps
Show steps
- Join a peer session or discussion forum related to customer support.
- Share your insights and experiences.
- Listen to and learn from other participants.
Calculate NPS
Show steps
Practice calculating NPS to solidify your understanding of this key metric for customer satisfaction.
Show steps
Show steps
Show steps
- Identify promoters, passives, and detractors from a sample dataset.
- Calculate the NPS using the formula provided in the course.
- Interpret the NPS score and identify potential areas for improvement.
Four other activities
Expand to see all activities and additional details
Show all seven activities
Develop a Customer Support Process Flowchart
Show steps
Create a visual representation of the customer support process to identify potential bottlenecks and areas for improvement.
Browse courses on
Customer Journey
Show steps
Show steps
Show steps
- Identify the key steps involved in providing customer support for your product.
- Map out the sequence of steps in a flowchart.
- Analyze the flowchart to identify areas for optimization or automation.
Use the Experience Brief Template
Show steps
Follow tutorials to practice creating an Experience Brief, which is a valuable tool for aligning on customer support expectations.
Browse courses on
Experience Brief
Show steps
Show steps
Show steps
- Access the Experience Brief template provided in the course.
- Fill out the template with specific details for your product or service.
- Share the completed Experience Brief with stakeholders to gain feedback and ensure alignment.
Develop a Customer Support Training Plan
Show steps
Create a comprehensive plan to train and develop your customer support team, ensuring they have the skills and knowledge to deliver exceptional support.
Browse courses on
Customer Service
Show steps
Show steps
Show steps
- Identify the core competencies and skills required for effective customer support.
- Develop training modules that cover these competencies.
- Create a training schedule and delivery plan.
Contribute to Customer Support Open Source Projects
Show steps
Engage with the open-source community to enhance your understanding of customer support tools and best practices.
Show steps
Show steps
Show steps
- Identify open-source projects related to customer support.
- Contribute to these projects by reporting bugs, suggesting features, or writing documentation.
- Collaborate with other community members to improve the tools and resources available to the customer support industry.
Career center
Learners who complete Exploring Customer Support will develop knowledge and skills
that may be useful to these careers:
Customer Support Manager
Customer Support Manager
Supervising and managing the team of professionals that ensure excellent customer service is a key aspect of a Customer Support Manager's day-to-day work. The Exploring Customer Support course will help you understand what a customer-centric perspective looks like for this role by teaching you the purpose and roles of Customer Support. Exploring Customer Support will also help you grasp the importance of the Customer Support function, which will enable you to advocate for this function, should you become a Customer Support Manager.
Product Support Specialist
Product Support Specialist
A Product Support Specialist goes by many names, including Technical Support Engineer, Customer Support Engineer, or Support Analyst. A Product Support Specialist ensures that customers can experience the best possible experience with the products they buy. Exploring Customer Support, therefore, is quite helpful for someone in this role, because it provides a holistic understanding of Customer Support. Furthermore, the portion of the course that discusses Net Promoter Score (NPS) will be particularly relevant, since NPS is a key metric for measuring customer satisfaction.
Customer Success Manager
Customer Success Manager
A Customer Success Manager ensures that customers of a company receive value from their relationship with that company. The Exploring Customer Support course will help you understand the process of Customer Support, and will also teach you about NPS and the Experience Brief. Understanding these concepts will help you to measure the success of your customers, and help them to achieve the best experience with your products.
Product Manager
Product Manager
Understanding the day-to-day of the Customer Support department is important for a Product Manager. Exploring Customer Support will give you an appreciation for the Customer Support function, as well as expert insight into customer feedback. This course will be especially helpful for influencing your product strategy.
Quality Assurance Analyst
Quality Assurance Analyst
Ensuring that customers experience only the best version of a product is important in Quality Assurance. Understanding customer support from a product perspective will be useful in your role as a Quality Assurance Analyst. Exploring Customer Support will teach you about what NPS is, and how to create an Experience Brief, which are both important to the work you'll do in this role.
Technical Support Engineer
Technical Support Engineer
A Technical Support Engineer provides technical support to customer-facing personnel or to end-users. Exploring Customer Support will help you build a foundation in Customer Support that will help you to succeed in this role.
Account Manager
Account Manager
Ensuring that customer accounts are successful is a large part of what an Account Manager does. Exploring Customer Support provides a comprehensive view of the Customer Support function, which will be useful to you in this role.
Business Analyst
Business Analyst
Understanding how to analyze business processes and data is a key competency of a Business Analyst. Exploring Customer Support will teach you about Experience Brief and help you write an effective Experience Brief of your own, which is a useful skill in this role.
Sales Representative
Sales Representative
A Sales Representative is responsible for selling a company's products or services, expanding the customer base of the company. The Experience Brief that is taught in Exploring Customer Support will be useful in this role. You can use that knowledge to create a great sales pitch that will explain how your company's products or services will solve customer problems.
Marketing Manager
Marketing Manager
A Marketing Manager is responsible for making sure that a company's target market is kept close in mind through the products and services offered, as well as through the marketing campaigns that are run. Knowledge on the Experience Brief from this course will serve you well, as the Experience Brief is a document that aligns the vision of different departments.
Project Manager
Project Manager
A Project Manager is responsible for the planning, execution, and completion of projects, usually within a specific timeframe and with a specific budget. Experience Briefs are useful in organizing a project, so the insights gained from Exploring Customer Support will be an asset in this role.
Data Analyst
Data Analyst
A Data Analyst is responsible for collecting, analyzing, interpreting, and presenting data so that actionable insights can be drawn from it. A portion of this course is dedicated to the Experience Brief. That section of the course will be especially helpful in this career, because the Experience Brief is an important tool for identifying key performance indicators (KPIs).
UX Researcher
UX Researcher
A UX Researcher is responsible for studying users and understanding their needs, motivations, and pain points throughout the user journey. In Exploring Customer Support, you'll discover what the purpose, roles and process are related to Customer Support. This will help you to understand the challenges that customers face, and design more intuitive products and services.
Software Engineer
Software Engineer
A Software Engineer designs, develops, and modifies computer software. A large part of this course discusses the creation of an Experience Brief. This will help you to code software that meets the needs of your users, as the Experience Brief is a shared vision for your product.
Web Developer
Web Developer
A Web Developer is responsible for designing, coding, and maintaining websites. Some websites have a customer support feature. If you are ever responsible for maintaining that feature, the knowledge that you gain in this course about the importance of NPS will be helpful to you.
For more career information including salaries, visit:
OpenCourser.com/course/kipyud/exploring
Reading list
We've selected 21 books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Exploring Customer Support.
Save
Provides a comprehensive overview of the customer support function, including its role, processes, and metrics. It valuable resource for anyone who wants to learn more about customer support or improve their skills in this area.
This comprehensive guide covers all aspects of customer support, making it a valuable resource for anyone working in the field. It is particularly useful as a reference tool.
Is an excellent source of information on how to build customer loyalty through conversations. It can supplement the course by providing practical examples and case studies.
Save
This classic book provides a framework for understanding how customer service can lead to profitability. It valuable resource for anyone interested in learning more about the business case for customer service.
Save
Introduces the Net Promoter Score (NPS) metric and explains how to use it to measure and improve customer loyalty. It must-read for anyone who wants to learn more about NPS or use it to improve their customer support efforts.
Explores the challenges that large organizations face when they try to innovate. It valuable resource for anyone interested in learning more about the challenges of customer service innovation.
Provides a framework for marketing and selling technology products to mainstream customers. It useful resource for anyone interested in learning more about the challenges of customer service in the technology industry.
Provides a practical guide to using the lean startup methodology to build successful businesses. It useful resource for anyone interested in learning more about how to innovate in the customer service space.
Save
Provides a practical guide to acquiring customers for startups. It can supplement the course by providing additional advice and case studies.
Save
Provides a simple framework for evaluating the quality of a strategy. It useful tool for anyone involved in developing or implementing customer service strategies.
Explores the concept of the experience economy, where businesses create value by providing memorable and engaging experiences for their customers. It useful resource for anyone interested in learning more about the future of customer service.
Provides a practical guide to building a customer-centric culture within an organization. It valuable resource for anyone who wants to improve the customer experience for their product or service.
Save
Introduces the Service Profit Chain model, which shows how customer satisfaction and loyalty lead to increased profitability. It valuable resource for anyone who wants to understand the link between customer service and business success.
Save
Provides a comprehensive overview of customer experience management, including its benefits, challenges, and best practices. It valuable resource for anyone who wants to learn more about customer experience management or improve their skills in this area.
Provides a basic overview of customer service, including its principles, practices, and best practices. It valuable resource for anyone who wants to learn more about customer service or improve their skills in this area.
Provides a case study of Nordstrom, a company known for its exceptional customer service. It valuable resource for anyone who wants to learn more about the principles and practices of customer service excellence.
Save
Provides a practical guide to creating a customer service culture that focuses on creating raving fans. It valuable resource for anyone who wants to improve the customer experience for their product or service.
Save
Provides a strategic overview of customer experience management, including its benefits, challenges, and best practices. It valuable resource for anyone who wants to learn more about customer experience management or improve their skills in this area.
Provides a basic overview of customer service training, including its principles, practices, and best practices. It valuable resource for anyone who is responsible for training customer service representatives.
Provides a comprehensive overview of customer service management, including its principles, practices, and best practices. It valuable resource for anyone who wants to learn more about customer service management or improve their skills in this area.
Provides a practical guide to measuring and improving the customer experience. It valuable resource for anyone who wants to learn more about customer experience metrics or improve their skills in this area.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/kipyud/exploring
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Time
28 hours
Level
Intermediate
Via
Pluralsight
Instructor
Tom Rowland
Language
English
Good to know
Explores the role and importance of Customer Support, making it highly relevant for product managers
Introduces Net Promoter Score (NPS) and its significance for evaluating customer loyalty, providing valuable insights for product managers
Provides guidance on creating an Experience Brief, enabling product managers to align and document a shared vision for Customer Support
Taught by instructors with expertise in Customer Support, ensuring the curriculum aligns with industry best practices
Focuses on key takeaways for product managers regarding Customer Support, providing valuable insights
Covers the essential processes and responsibilities of a Customer Support team, offering a comprehensive understanding
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