There are several defining moments, or moments of truth, that can make or break every service transaction. To successfully navigate these moments of truth, it's important for service organizations to add value to a customer's experience by creating and implementing strong, clearly defined service standards. In this course, you'll learn about techniques used to shape the direction of customer service in an organization, including mapping, researching, taking action on, and evaluating moments of truth. You'll also learn how to develop and implement customer service standards and strategies.
Improving Your Customers' Experience
recall the importance of managing moments of truth
recognize how to map and research moments of truth to improve the customer experience
identify examples of guidelines for taking action on and evaluating moments of truth
recognize examples of effective customer service standards
identify examples of steps in the customer service standard development process
recall the process for staying tuned into customers' needs
recognize techniques for developing a customer service strategy that improves your customers' experience
The materials within this course focus on the Knowledge Skills and Abilities (KSAs) identified within the Specialty Areas listed below. Click to view Specialty Area details within the interactive National Cybersecurity Workforce Framework.