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Angelo Paolillo
In this 1-hour long project-based course, you will learn how to map your customer interactions, align marketing and service opportunities, design a process for achieving and measuring customer satisfaction.
Note: This course works best for learners who are based in the North America region. We’re currently working on providing the same experience in other regions.
Register for this course and see more details by visiting:
OpenCourser.com/course/r14dxv/create
What's inside
Syllabus
Project Overview
In this course, you will learn how to map your customer interactions, align marketing and service opportunities, design a process for achieving and measuring customer satisfaction.
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Teaches skills and methods for creating a customer satisfaction process
Suitable for learners in the North America region
Enhances learners' understanding of customer interactions
Covers industry-relevant practices for customer satisfaction
Provides practical knowledge for aligning marketing and service opportunities
Includes hands-on project for implementing customer satisfaction techniques
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Reviews summary
Great course for customer service
According to students, this course is great if learners are new to the field of customer service. Students say the assignments are engaging, the instructors are knowledgeable and helpful, and the course is well-structured.
Suitable for those new to customer service.
"This course is great if you are new to the field of customer service."
Assignments are interesting and relevant.
"The assignments are engaging and relevant to the real world of customer service."
Instructors are experts in the field.
"The instructors are knowledgeable and helpful."
Course is organized and easy to follow.
"The course is well-structured and easy to follow."
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 Create a services customer satisfaction process with these
activities:
Review Basic Statistics
Show steps
Review the fundamentals of statistics to enhance understanding of data analysis concepts covered in the course.
Browse courses on
Basic Statistics
Show steps
-
Review concepts such as mean, median, and standard deviation.
-
Practice using statistical formulas on sample data sets.
-
Take online quizzes or practice exercises.
Read "Customer Experience Management" by Paul Greenberg
Show steps
Read a book that delves into the principles and best practices of customer experience management.
View
The Commonwealth of Self Interest
on Amazon
Show steps
-
Read the book and take notes on key concepts.
-
Apply the concepts to your own organization.
-
Discuss the book with other professionals.
Organize Course Materials
Show steps
Organize and review course materials, including notes, assignments, and quizzes, to reinforce key concepts and prepare for assessments.
Show steps
-
Consolidate materials from different sources.
-
Create a filing system to organize materials.
-
Review materials regularly.
-
Create summaries or cheat sheets.
Five other activities
Expand to see all activities and additional details
Show all eight activities
Facilitate a Study Group
Show steps
Form a peer support group to facilitate a structured learning environment, share knowledge, and collaborate on assignments.
Browse courses on
Collaboration
Show steps
-
Recruit participants and establish the group's schedule.
-
Create a study plan.
-
Facilitate group discussions and activities.
-
Incorporate guest speakers or experts.
Analyze Customer Feedback
Show steps
Practice analyzing customer feedback to identify trends, patterns, and areas for improvement.
Browse courses on
Customer Feedback Analysis
Show steps
-
Collect customer feedback from various sources.
-
Organize and categorize the feedback.
-
Analyze the feedback to identify trends and patterns.
-
Develop recommendations for improvement.
Map Customer Journey
Show steps
Practice mapping out different customer journeys to gain a better understanding of the customer experience and identify potential pain points.
Browse courses on
Customer Journey Mapping
Show steps
-
Identify the different customer touchpoints.
-
Map out the customer's journey through each touchpoint.
-
Analyze the customer's experience at each touchpoint.
-
Identify potential pain points and areas for improvement.
Create a Customer Service Process
Show steps
Follow a guided tutorial to develop a customer service process that aligns with the needs of your customers and organization.
Browse courses on
Customer Service
Show steps
-
Define the goals and objectives of your customer service process.
-
Identify the key steps and activities involved in your customer service process.
-
Develop clear and concise documentation for your customer service process.
-
Train your customer service team on the new process.
-
Monitor and evaluate the effectiveness of your customer service process.
Design a Customer Satisfaction Measurement Plan
Show steps
Create a comprehensive plan for measuring customer satisfaction to track progress and identify areas for improvement.
Show steps
-
Define the goals and objectives of your customer satisfaction measurement plan.
-
Identify the key metrics to measure customer satisfaction.
-
Develop a method for collecting customer satisfaction data.
-
Analyze the data to identify trends and patterns.
-
Develop recommendations for improvement.
Review Basic Statistics
Show steps
Review the fundamentals of statistics to enhance understanding of data analysis concepts covered in the course.
Browse courses on
Basic Statistics
Show steps
Show steps
Show steps
- Review concepts such as mean, median, and standard deviation.
- Practice using statistical formulas on sample data sets.
- Take online quizzes or practice exercises.
Read "Customer Experience Management" by Paul Greenberg
Show steps
Read a book that delves into the principles and best practices of customer experience management.
View
The Commonwealth of Self Interest
on Amazon
Show steps
Show steps
Show steps
- Read the book and take notes on key concepts.
- Apply the concepts to your own organization.
- Discuss the book with other professionals.
Organize Course Materials
Show steps
Organize and review course materials, including notes, assignments, and quizzes, to reinforce key concepts and prepare for assessments.
Show steps
Show steps
Show steps
- Consolidate materials from different sources.
- Create a filing system to organize materials.
- Review materials regularly.
- Create summaries or cheat sheets.
Five other activities
Expand to see all activities and additional details
Show all eight activities
Facilitate a Study Group
Show steps
Form a peer support group to facilitate a structured learning environment, share knowledge, and collaborate on assignments.
Browse courses on
Collaboration
Show steps
Show steps
Show steps
- Recruit participants and establish the group's schedule.
- Create a study plan.
- Facilitate group discussions and activities.
- Incorporate guest speakers or experts.
Analyze Customer Feedback
Show steps
Practice analyzing customer feedback to identify trends, patterns, and areas for improvement.
Browse courses on
Customer Feedback Analysis
Show steps
Show steps
Show steps
- Collect customer feedback from various sources.
- Organize and categorize the feedback.
- Analyze the feedback to identify trends and patterns.
- Develop recommendations for improvement.
Map Customer Journey
Show steps
Practice mapping out different customer journeys to gain a better understanding of the customer experience and identify potential pain points.
Browse courses on
Customer Journey Mapping
Show steps
Show steps
Show steps
- Identify the different customer touchpoints.
- Map out the customer's journey through each touchpoint.
- Analyze the customer's experience at each touchpoint.
- Identify potential pain points and areas for improvement.
Create a Customer Service Process
Show steps
Follow a guided tutorial to develop a customer service process that aligns with the needs of your customers and organization.
Browse courses on
Customer Service
Show steps
Show steps
Show steps
- Define the goals and objectives of your customer service process.
- Identify the key steps and activities involved in your customer service process.
- Develop clear and concise documentation for your customer service process.
- Train your customer service team on the new process.
- Monitor and evaluate the effectiveness of your customer service process.
Design a Customer Satisfaction Measurement Plan
Show steps
Create a comprehensive plan for measuring customer satisfaction to track progress and identify areas for improvement.
Show steps
Show steps
Show steps
- Define the goals and objectives of your customer satisfaction measurement plan.
- Identify the key metrics to measure customer satisfaction.
- Develop a method for collecting customer satisfaction data.
- Analyze the data to identify trends and patterns.
- Develop recommendations for improvement.
Career center
Learners who complete Create a services customer satisfaction process will develop knowledge and skills
that may be useful to these careers:
Customer Service Manager
Customer Service Manager
Customer Service Managers are responsible for overseeing the customer service operations of a company. They develop and implement customer service policies and procedures, and they train and supervise customer service representatives, service departments, and operations on how to work with customers. Individuals in this role that are successful have a deep understanding of customer service best practices, and so, professionals in these roles may benefit from taking this course. Particularly, this course may help Customer Service Managers with creating processes for achieving and measuring customer satisfaction for their teams.
Marketing Manager
Marketing Manager
Marketing Managers are responsible for developing and executing marketing campaigns that promote a company's products or services. They work with other departments, such as sales and customer service, to ensure that the company's marketing efforts are aligned with its overall business goals. One of the key responsibilities of a marketing manager is to understand and meet the needs of customers. The course would provide the skills for a marketing manager to learn how to map customer interactions and align marketing and service opportunities.
Sales Manager
Sales Manager
Sales Managers are responsible for leading and motivating a team of sales representatives. They set sales goals, develop sales strategies, and provide training and support to their team. Additionally, they track sales performance and identify opportunities for improvement. The course can help Sales Managers to gain a deeper understanding of how to map customer interactions, align marketing and service opportunities, and design a process for achieving and measuring customer satisfaction. This deep understanding can improve their ability to lead and motivate their sales team.
Product Manager
Product Manager
Product Managers are responsible for the development and launch of new products or services. They work with engineers, designers, and marketers to ensure that the product meets the needs of customers. Product Managers can benefit from taking this course because it can help them to understand how to map customer interactions, align marketing and service opportunities, and design a process for achieving and measuring customer satisfaction. This can help them to develop products that are more likely to be successful in the marketplace.
Customer Success Manager
Customer Success Manager
Customer Success Managers are responsible for ensuring that customers are satisfied with a company's products or services. They work with customers to identify their needs and develop solutions to their problems. Customer Success Managers can benefit from taking this course because it can help them to understand how to map customer interactions, align marketing and service opportunities, and design a process for achieving and measuring customer satisfaction. This can help them to be more effective in their role and to build strong relationships with customers.
Business Analyst
Business Analyst
Business Analysts are responsible for analyzing business processes and identifying opportunities for improvement. They work with stakeholders to gather requirements and develop solutions that meet the needs of the business. Business Analysts can benefit from taking this course because it can help them to understand how to map customer interactions, align marketing and service opportunities, and design a process for achieving and measuring customer satisfaction. This can help them to be more effective in their role and improve business processes.
Project Manager
Project Manager
Project Managers are responsible for planning, executing, and closing projects. They work with stakeholders to define project scope, develop project plans, and manage project resources. Project Managers can benefit from taking this course because it can help them to understand how to map customer interactions, align marketing and service opportunities, and design a process for achieving and measuring customer satisfaction. This can help them to be more effective in their role and deliver successful projects.
Operations Manager
Operations Manager
Operations Managers are responsible for overseeing the day-to-day operations of a business. They work with employees to ensure that processes are followed and that the business is running smoothly. Operations Managers can benefit from taking this course because it can help them to understand how to map customer interactions, align marketing and service opportunities, and design a process for achieving and measuring customer satisfaction. This can help them to improve the efficiency of their operations and to better meet the needs of customers.
Quality Assurance Analyst
Quality Assurance Analyst
Quality Assurance Analysts are responsible for testing software and other products to ensure that they meet quality standards. They work with developers to identify and fix bugs and to improve the overall quality of the product. Quality Assurance Analysts can benefit from taking this course because it can help them to understand how to map customer interactions, align marketing and service opportunities, and design a process for achieving and measuring customer satisfaction. This can help them to be more effective in their role and develop better quality products.
Technical Support Specialist
Technical Support Specialist
Technical Support Specialists are responsible for providing technical support to customers. They answer questions, troubleshoot problems, and provide guidance on how to use products and services. Technical Support Specialists can benefit from taking this course because it can help them to understand how to map customer interactions, align marketing and service opportunities, and design a process for achieving and measuring customer satisfaction. This can help them to be more effective in their role and provide better support to customers.
Customer Service Representative
Customer Service Representative
Customer Service Representatives are responsible for providing customer service to customers. They answer questions, resolve complaints, and provide information about products and services. Customer Service Representatives can benefit from taking this course because it can help them to understand how to map customer interactions, align marketing and service opportunities, and design a process for achieving and measuring customer satisfaction. This can help them to be more effective in their role and provide better service to customers.
Market Researcher
Market Researcher
Market Researchers are responsible for conducting research to understand the needs of customers. They collect and analyze data to identify trends and develop insights that can be used to improve products and services. Market Researchers can benefit from taking this course because it can help them to understand how to map customer interactions, align marketing and service opportunities, and design a process for achieving and measuring customer satisfaction. This can help them to be more effective in their role and conduct better research.
UX Designer
UX Designer
UX Designers are responsible for designing the user experience of products and services. They work with engineers and other stakeholders to create products that are easy to use and enjoyable to use. UX Designers can benefit from taking this course because it can help them to understand how to map customer interactions, align marketing and service opportunities, and design a process for achieving and measuring customer satisfaction. This can help them to be more effective in their role and design better products.
Data Analyst
Data Analyst
Data Analysts are responsible for collecting, analyzing, and interpreting data. They use data to identify trends, develop insights, and make recommendations. Data Analysts can benefit from taking this course because it can help them to understand how to map customer interactions, align marketing and service opportunities, and design a process for achieving and measuring customer satisfaction. This can help them to be more effective in their role and use data to improve customer experiences.
Software Engineer
Software Engineer
Software Engineers are responsible for designing, developing, and testing software. They work with other engineers to create software that meets the needs of customers. Software Engineers can benefit from taking this course because it can help them to understand how to map customer interactions, align marketing and service opportunities, and design a process for achieving and measuring customer satisfaction. This can help them to be more effective in their role and develop better software.
For more career information including salaries, visit:
OpenCourser.com/course/r14dxv/create
Reading list
We've selected eight 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
Create a services customer satisfaction process.
Shares key research on customer satisfaction and why and how it impacts business growth.
Introduces service design and customer experience mapping. It has many case studies and examples and much of the information is immediately actionable.
Save
Provides a researched method that organizations can use to understand customer needs and frustrations.
Save
Helps understand how businesses can create exceptional customer experiences that will be remembered.
Offers success stories and strategies for customer service and customer experience teams.
Save
Provides a comprehensive overview of service management. It useful reference tool for both students and practitioners.
Could be valuable as a reference for designing a customer service process.
Is more geared to customer service staff than managers and leaders. It good resource for building baseline customer service skills.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/r14dxv/create
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Effort
1 hour
Level
Introductory
Via
Coursera
Institution
Coursera Project Network
Instructor
Angelo Paolillo
Language
English
Good to know
Teaches skills and methods for creating a customer satisfaction process
Suitable for learners in the North America region
Enhances learners' understanding of customer interactions
Covers industry-relevant practices for customer satisfaction
Provides practical knowledge for aligning marketing and service opportunities
Includes hands-on project for implementing customer satisfaction techniques
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