Lessons

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

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Lesson 5 – Customer Journey Mapping Overview (Video) [1:48]

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