What You Will Achieve in this Course

Welcome to this Field Service News Service Leadership Course ‘Managing Your Customer Service, Support & Success Touch Points’ created by Field Service News Editor-in-Chief, Kris Oldland

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.

As you make your way through this course we will cover: 

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

At any point through this course if you wish to connect with your course leader you will find their email in the course links below and they will be happy to help you with any questions you might have.