Managing Your Customer Service, Support & Success Touch Points

Customer service is the backbone of modern field service excellence. In this course we look at some of the fundamental concepts of customer service, customer support and customer success to help you empower your team to deliver outstanding interactions at every customer touch point. 

Course Description:


On the front lines every day, your customer support team takes orders, fields complaints, and fixes errors as quickly as possible. Their goal, no matter what the problem, is to make customers feel like their needs have been met—and hopefully exceed their expectations. 


For field service organisations this can be even more complex as often there will be multiple customer touchpoints across contact center agents, field service techs, and customer service and success representatives as well. 


As their manager, you’re leading the charge. It’s your job to make sure they’re supported, with the skills and tools they need to solve problems effectively. But what does it mean to manage a customer support team successfully? This course will help you lead them to customer service victory.


In this course we will cover: 


  • Creating a Customer Success Strategy
  • 5 Essential Customer Service Tools
  • Managing Customer Support Tickets
  • How to Increase Customer Retention and Reduce Churn
  • Delivering Proactive Customer Service
  • Empowering Your Team to Deliver Great Customer Service
  • How to Measure Customer Service Performance

As an FSN Service Leadership course you can expect...

Picture of Your Course Leader: Kris Oldland

Your Course Leader: Kris Oldland

In his role as Editor-in-Chief, Kris speaks to senior service leaders, leading industry focused academics and key solution providers every day and distills the insights he gleans from these discussions into the industry-leading content available on Field Service News.


Prior to his career in publishing Kris was a Quality Service Manager for one of the world’s most iconic hospitality brands and has also developed extensive knowledge in sales, marketing and management across an impressive and varied career working across multiple sectors alongside some of the world’s leading organisations.


This course includes:

This course is exclusively available for FSN PRO subscribers. Sign up now and access this and all other FSN Education courses plus access to over 140 premium resources.