Master customer success with journey mapping, CRM & emotional intelligence to boost service quality and retention
Sub Category
- Management
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Objectives
- Create and apply customer journey maps to improve service and retention
- Use emotional intelligence to connect with customers and manage difficult situations
- Build a customer-centric culture that consistently delivers the “wowing experience"
- Differentiate between customer service and customer success management
- Apply CRM tools and strategies to strengthen customer relationships
- Turn angry or dissatisfied customers into loyal brand advocates
- Design customer retention programs that boost loyalty and lifetime value
- Manage online customers across email, chat, and social media with professionalism
- Serve diverse customer needs, including customers with special requirements
- Measure service effectiveness using NPS, CSAT, CLV, and churn rate
- Use mystery shopping and feedback loops to continually improve service delivery
- Develop a personal winning mindset to thrive in customer-facing roles
Pre Requisites
- No prior experience in customer service or CRM required.
- Willingness to learn, reflect, and apply concepts to real-life customer situations.
FAQ
- Q. How long do I have access to the course materials?
- A. You can view and review the lecture materials indefinitely, like an on-demand channel.
- Q. Can I take my courses with me wherever I go?
- A. Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don't have an internet connection, some instructors also let their students download course lectures. That's up to the instructor though, so make sure you get on their good side!
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