before a purchase or during and after a customer purchase of a good or service. On the other hand, there is tools witch suppord all this process in differents levels.
Goal
The course provides students with the knowledge to analyze, plan, and establish the customer service infrastructure that best suits a company based on the type of service or product and customer needs using intelligent tools that can gain previously unobtainable customer insights.
Modules
The course is divided into three (3) modules:
- Levels of the customer service structure
- Information flow and service tools
- Information management
Skills
A student taking this course will have the ability to:
- Improve customer loyalty
- Anticipate crises
- Reduce support requests
- Suggest modifications to products or services
- Recommend related products or services
- Choosing the tools that best suit your process
