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IGTC01CS - Customer Service Strategy (EN)

01 - Introduction

01 - Welcome (0:51)

02 - 1. The Importance of Customer Service Strategy

01 - What is customer service strategy (3:23)
02 - The importance of effective service strategy (3:14)
03 - Identify customer expectations (2:58)
04 - Avoid common pitfalls (3:09)
05 - Characteristics of an effective customer service strategy (3:04)

03 - 2. The Strategic Planning Process

02 - Establish a shared vision (3:14)
01 - Introduction to the strategic planning process (2:31)
03 - Shape the customer access strategy (3:27)
04 - Build the right skills, knowledge, and leaders (3:14)
05 - Implement operational plans and processes (3:09)
06 - Establish enabling technologies (3:30)
07 - Make the required investments (2:52)
08 - Harness innovation (2:57)

04 - 3. Putting Strategy to Work

01 - Using strategy to guide decisions and direction (2:46)
02 - Gauge the effectiveness of your customer service strategy (2:45)
03 - Keep strategy current (2:28)

05 - Conclusion

01 - Next steps (1:20)

Ex_Files_Customer_Service_Strategy

Ex_Files_Customer_Service_Strategy

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01 - Next steps

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