Chief Customer Officer: Создание клиентского сервиса №1

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