his course provides a comprehensive overview of customer service management in today’s dynamic business environments. It examines the strategic role of customer service in organizational success and explores how service excellence contributes to customer loyalty, brand reputation, and long-term growth. The course defines customer service management and customer experience (CX), highlighting how service teams and service-focused cultures can become key competitive advantages.
Key topics include strategies for building customer-centric organizations, managing customer expectations, and designing customer service policies aligned with organizational goals. The course discusses challenges such as handling service failures, managing high customer volume, addressing customer dissatisfaction, and ensuring service consistency across multiple channels.
Additionally, the course explores customer service metrics and performance indicators, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and service response benchmarks. Tools and methods for evaluating and improving service operations—such as process mapping, service recovery frameworks, ROI analysis, and service quality audits—are introduced to help organizations strengthen their customer service capabilities.