Maintaining Customer Service Across Channels

Duration
15′

No. of mini-lessons
8

Resources
Workbook


Course overview

“Should we be focusing on customer service or customer experience?” 

That might sound like a trick question, but customer service and customer experience are two very different parts of the same puzzle. Understanding how the two terms interlink will have a huge impact on your ability to improve your relationship with clients and customers.

This course clarifies the difference between customer service and customer experience once and for all. Then, it goes on to show how not all customers will enjoy the same type of interaction. So, for truly top-notch customer experience, it’s important to learn to adapt to the customer’s preferences.

 

What’s covered

People’s expectations of a good customer experience

The differences between Customer Service and Customer Experience

What multiple channels are, and how service should flow between them

How to maintain context across channels

Finding the balance between online and human interaction

Why your teams need this course

Understanding how to create an effective customer experience is essential. Whether you have a product, a service, or simply want to become better at communicating. This course will benefit any team that communicates with customers through more than one channel, be it social media, email, telephone or face-to-face, or those wanting a more comprehensive understanding of the breakdown of the customer journey.

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