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Customer service is the assistance and advice provided by a company to its customers. Learn about different types of customer service, such as in-person, online, automated, and AI-based, and how to measure customer satisfaction and loyalty.
Learn about the role, skills, and salary of customer service representatives (CSRs), who interact with customers to handle complaints, process orders, and provide information. CSRs may work in call centers, retail, or online platforms.
Learn about the history, types and features of CRM systems, which are used to manage interactions with customers across different channels and platforms. Find out how CRM can help businesses improve customer satisfaction, loyalty and sales growth.
Customer success is a strategy to ensure customers achieve their desired outcomes with a product or service. It involves metrics, sub-functions, tools, and roles to enhance customer satisfaction and lifetime value.
Gojek is a subsidiary of GoTo, the first Indonesian unicorn and decacorn company that provides more than 20 services, such as ride-hailing, food delivery, and digital payment. Founded in 2010, Gojek operates in five countries and has raised over $3 billion in funding from various investors.
Learn about the definition, dimensions, realms, and design of customer experience, the totality of customer responses during all stages of the consumption process. Find out how customer experience differs from customer service and customer satisfaction, and how it affects loyalty and brand value.
The International Customer Service Institute (TICSI) is an international partnership organisation to enable the recognition and sharing of global best practice in customer service. It was founded in 2005 operating out of London and Dubai and has developed The International Standard for Service Excellence (TISSE). [ 1 ]
Course content typically includes greeting the customer (either by phone or in person), questioning to understand the customer’s need or problem, listening, confirming understanding, responding with value, using positive language, eliminating jargon, concluding the phone or face-to-face interaction, dealing with angry customers, and the importance of body language and tone of voice.