Managing Customer Service

After completing this course, you should be able to:

• Recall why a gap analysis is important
• Identify the knowledge gap
• List ways to close the standards gap
• Recognize ways to reduce the delivery gap
• Name ways the communications gap can be reduced

Students, aspiring professionals, Interns, executives etc.

Basic English and computer literacy required

Contributes to Professional and technical skill development in this area

IACET endorsed printable certificate on scoring 80% pass

Exceptional customer service doesnt just happen; it requires careful planning. Management in a customer service organization should regularly conduct a gap analysis that compares the companys actual performance to their potential performance. To do this, managers need to first understand how their company uses knowledge, standards, delivery, and communication to meet customers needs.  They then determine where the gaps in these areas are, and work to narrow those gaps. This helps the company deliver better customer service. This course discusses ways to manage the customer service process.

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