Business Skills → Business Skills: General

Maintaining Customer Service Across Channels (CSE01)

“Should we be focusing on customer service or customer experience?”

That might sound like a trick question, but customer service and customer experience are two very different parts of the same puzzle. Understanding how the two terms interlink will have a huge impact on your ability to improve your relationship with clients and customers.

This course clarifies the difference between customer service and customer experience once and for all. Then, it goes on to show how not all customers will enjoy the same type of interaction. So, for truly top-notch customer experience, it’s important to learn to adapt to the customer’s preferences.

By the end of this course, you’ll be able to:

• Understand what people expect from good customer experience
• Identify the differences between CS and CE
• Understand what multiple channels are, and how service should flow between them
• Maintain context across channels
• Find the balance between online and human interaction

Why take this course?

Understanding how to create an effective customer experience is essential. Whether you have a product, a service, or simply want to become better at communicating.

This course will benefit any team that communicates with customers through more than one channel, be it social media, email, telephone or face-to-face, or those wanting a more comprehensive understanding of the breakdown of the customer journey.

15 mins | SCORM | Workbook

  • Maintaining Customer Service Across Channels
Completion rules
  • All units must be completed