Transforming your support
service into a profit unit
Estimated value of the company. (DoorDash at IPO)
cities of the USA and Canada have DoorDash delivery service
DoorDash surpassed Grubhub and Uber Eats and became the biggest delivery service in the USA
Optimise costs
of the client service .
Invest effectively
into service and customer loyalty, which will ensure long-term business growth.
Set the metrics
evaluating the effectiveness and quality of your customer service.
Learn how to work with helpdesk data to
improve the quality of the product/service.
You will understand what reforms are worth implementing in order to get away from the former “cost unit” scheme.
Lesson 1. How customer psychology works: what customers expect from a brand.
Lesson 2. What you need to do to increase customer loyalty and improve brand image.
Lesson 3. Why customers react emotionally to bad service and how such a reaction affects business/brand loyalty.
Lesson 4. Effective strategies for dealing with negative feedback.
Lesson 5. Techniques for converting negative emotions into positive ones in customer service.
Lesson 1. What to do if your service or product didn't meet customer expectations.
Lesson 2. How to fix product/service errors.
Lesson 3. How to identify pain points in the current customer experience.
Lesson 4. The right strategy for communicating the company's brand mission.
Lesson 1. How to measure quality and operational efficiency.
Lesson 2. Techniques for improving operational efficiency without sacrificing quality.
Lesson 3. How to build your own customer service, instead of outsourcing.
Lesson 4. How to work with contractors providing call center operators.
Lesson 1
Lesson 2: How to estimate the ROI of your customer service investment.
Lesson 3. Practical cases of effective and ineffective investments in the customer service.
Lesson 1. How much $ do you lose by not tracking the results of improvements in the shopping experience.
Lesson 2. What are the quality metrics of the customer service.
Lesson 3. Benchmarks to track customer experience as strategy and service change.
Lesson 1. How the "emotional element" affects long-term brand loyalty.
Lesson 2. Why personalization of experiences works.
Lesson 3. How to segment customers and understand the needs of each segment.
Lesson 4. How to personalize the customer experience.
Employees of more than 200 companies have already visited our management tours
