Course Overview
- Course Title: Chief Customer Officer: Создание клиентского сервиса №1
- Instructor: Viktor Pritula (PapaHR)
- Target Audience:
- Individuals aiming to build a career in customer service
- Professionals aspiring to become Customer Care Directors or CCOs
- Those developing customer support departments and customer experience
- Anyone looking to scale customer service at the company level
- Prerequisites:
- Interest in customer experience and a desire to improve it
- Basic management and process skills
- Understanding of customer interaction (online or offline)
- Openness to new approaches, technologies, and analytics
Curriculum Highlights
- Key Topics Covered:
- Role and responsibilities of a Chief Customer Officer (CCO)
- Auditing customer service
- Developing a customer service strategy
- Managing a support team
- Processes and technologies in customer service
- Metrics and analytics
- Handling difficult customers
- Future of customer service
- Key Skills Learned:
- Conducting a professional audit of customer service
- Developing and implementing a customer service strategy
- Building and managing a support team
- Implementing CRM, automation, chatbots, and self-service
- Working with metrics and making data-driven decisions
- Effectively handling negativity and crisis situations
- Transforming customer care from a cost to a growth driver
Course Format
- Duration: 4.5 hours on-demand video
- Format: Self-paced online course
- Resources:
- Access on mobile and TV
- Closed captions
- Audio description in existing audio
- Certificate of completion