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LinkedIn Learning

Measuring the Value of Customer Service

via LinkedIn Learning

Overview

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Explore the value of customer service and discover how it can earn a return on investment (ROI).

Syllabus

Introduction
  • The value and ROI of customer service
  • What you need to know
1. Principles of Value
  • The impact of customer service
  • The use and limits of an overall KPI
  • Three overarching levels of value in customer service
  • In your customers' shoes
2. The Benefits of Effective Customer Service
  • Customer lifetime value (CLV)
  • Brand promotion
  • Referred customer value
  • Product and service innovation
  • Operational improvements
  • Employee engagement
3. The Costs of Poor Service
  • Customer defection
  • Brand damage
  • Recurring problems
  • Compliance, safety and legal
  • Employee dissatisfaction
4. Building Your Case
  • Principles of effective budgeting
  • Justifying the customer service budget
  • Evaluating improvement initiatives
  • Using return on investment (ROI)
  • Overcoming ROI objections
Conclusion
  • Next steps

Taught by

Brad Cleveland

Reviews

4.6 rating at LinkedIn Learning based on 88 ratings

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