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IGTC01CS - Service Metrics for Customer Service (EN)
01 - Introduction
02 - What you need to know before watching this course (2:28)
01 - Welcome (2:09)
02 - 1. The Importance of Service Metrics
01 - The case for effective service metrics (3:36)
02 - Understanding customer expectations (2:59)
03 - Pitfalls to avoid (5:13)
03 - 2. Metrics for the Service Operation
01 - Essential metrics for the service operation (5:27)
02 - Workload forecast and resource management (6:10)
03 - Accessibility and quality (5:14)
04 - Employee engagement (2:47)
05 - Customer satisfaction and loyalty (3:00)
06 - Strategic value (4:55)
04 - 3. Metrics for Individuals
01 - Two key areas of focus for individuals (3:48)
02 - Assessing service interactions (5:12)
03 - Calibration and coaching (3:36)
05 - 4. Communicating and Using Metrics
01 - Ensuring metrics are SMART (3:44)
02 - Root cause analysis Non-statistical (3:13)
03 - Root cause analysis Statistical (4:04)
04 - Clarifying responsibilities (3:30)
06 - Conclusion
01 - Continuous improvement (4:20)
Ex_Files_Service_Metrics_Customer_Service
Ex_Files_Service_Metrics_Customer_Service
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05 - Customer satisfaction and loyalty
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