Lessons

  • Overview
  • Lesson 1: Course Introduction [4:01]
  • Lesson 2: Why Improve Customer Service? [2:14]
  • Lesson 3: Who Are Your Customers? [4:09]
  • Lesson 4: Where Are Your Customers? [4:09]
  • Lesson 5: Customer Journey Mapping Overview [1:48]
  • Lesson 6: What Does "Customer Experience" Mean? [1:42]
  • Lesson 7: What is a Customer Journey Map? [2:22]
  • Lesson 8: Goals of Customer Journey Mapping [1:55]
  • Lesson 9: Coaching in a Customer Service Culture, Part 1 [4:45]
  • Lesson 10: Coaching in a Customer Service Culture, Part 2 [2:49]
  • Lesson 11: Building a Business Case for Customer Service [3:27]
  • Q&A
  • Post-Course Survey

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Lesson 2: Why Improve Customer Service? [2:14]

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