Lessons
- Overview
- Lesson 1: Course Introduction [4:01]
- Lesson 2: Why Improve Customer Service? [2:14]
- Lesson 3: Who Are Your Customers? [4:09]
- Lesson 4: Where Are Your Customers? [4:09]
- Lesson 5: Customer Journey Mapping Overview [1:48]
- Lesson 6: What Does "Customer Experience" Mean? [1:42]
- Lesson 7: What is a Customer Journey Map? [2:22]
- Lesson 8: Goals of Customer Journey Mapping [1:55]
- Lesson 9: Coaching in a Customer Service Culture, Part 1 [4:45]
- Lesson 10: Coaching in a Customer Service Culture, Part 2 [2:49]
- Lesson 11: Building a Business Case for Customer Service [3:27]
- Q&A
- Post-Course Survey
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