SKU: 71870347483

Strategic Customer Service Management

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Description

Strategic Customer Service ManagementCOURSE OVERVIEW: Welcome to the Strategic Customer Service Management course. This program will equip you with the frameworks, behavioural insights and operational strategies required to manage customer service at a strategic level. You will explore how customer service shapes business performance, how to design service systems intentionally, and how to align frontline behaviours with organisational objectives. The course emphasises long term customer

COURSE OVERVIEW:

Welcome to the Strategic Customer Service Management course. This program will equip you with the frameworks, behavioural insights and operational strategies required to manage customer service at a strategic level. You will explore how customer service shapes business performance, how to design service systems intentionally, and how to align frontline behaviours with organisational objectives. The course emphasises long-term customer value, the economics of retention, the importance of clear expectations and the leadership required to embed customer-centricity across an organisation.

This course begins by defining what strategic customer service is and why it matters. You will explore why strategic customer service goes beyond reactive problem-solving, how to start strategically, how to adopt a strategic approach, and how customer service fits into the broader business model. This section explains the importance of understanding the true role of customer service in your business and examines how customer service affects performance, loyalty and profitability.

Another learning area examines customer behaviour and the risks of inaction. You will explore why most customers do not complain, how noncomplaining customers hurt your business, and the problems that result in lost customers and revenue. This section demonstrates why employees are not the cause of most dissatisfaction and why proper handling of complaints retains customers. You will explore how keeping customers is cheaper than winning them, the economic imperative for improvement, and how to make a business case for service investments.

A further learning area clarifies key customer service concepts and tools. You will examine the DIRFT model for maximising customer satisfaction and loyalty, how to respond effectively to questions and problems, and why feeding data to the right internal parties matters. You will also explore how to capitalise on opportunities to sell ancillary or upgraded products or services and how the economic imperative links with Voice of Customer (VOC) insights.

Another learning area focuses on customer expectations and system design. You will explore the six basic guidelines for designing customer service systems and analyse what customers want and what you should deliver. This section examines customer expectations, the reasons expectations go unmet, and trends in what customers expect today. You will also review the importance of clear brand promises, consistent delivery, immediate problem resolution, genuine empathy, and the benefits of recognising and knowing your customer.

A further learning area addresses operational expectations and frontline performance. You will explore the five general expectations customers hold regarding accessibility, and the importance of accurate, clear and complete responses. This section outlines the four components of first-call resolution, the importance of reliable follow-through, and the relationship between customer education and problem prevention. You will also examine how cross-selling can create delight when done strategically and ethically.

Another learning area examines strategic goal-setting for customer service. You will explore how to set service goals strategically, what should be included in strategic service and customer experience goals, and how to operationalise process goals. This section emphasises aligning expectations, systems, behaviours and measurement to ensure customer service becomes a sustained competitive advantage.

By the end of this course you will be able to define strategic customer service, understand customer expectations and behaviour, build the economic case for service improvement, design service systems intentionally, implement operational practices that improve customer outcomes, and set strategic customer experience goals that align with organisational objectives and long-term business success.

LEARNING OUTCOMES:

By the end of this course, you will be able to understand:

·       What is strategic customer service?

·       Why bother with strategic customer service?

·       The strategic approach to customer service

·       How to start strategically?

·       How to adopt strategic customer service?

·       How to see customer service strategically?

·       The importance of understanding the true role of customer service in your business

·       How customer service affects a business?

·       Why most customers do not complain?

·       How noncomplaining customers hurt your business?

·       The problems that results in lost customers and revenue

·       Why employees are not the cause of most customer dissatisfaction?

·       How keeping customers is cheaper than winning them?

·       Why proper handling of complaints retains customers?

·       The economic imperative for service improvements

·       How to make the business case for improvements in service?

·       How to clarify the key concepts relative to customer service?

·       The DIRFT model for maximising customer satisfaction and loyalty

·       How to respond effectively to questions and problems that arise?

·       Why feed data about issues to the right parties?

·       How to capitalise on opportunities to sell ancillary or upgraded products or service?

·       The economic imperative and VOC

·       The six basic guidelines for the design of customer service systems

·       What do customers want (and what should you deliver)?

·       How to understand customer expectations?

·       The reasons for unmet customer expectations

·       The trends in customer expectations about service

·       The importance of clear brand promises and consistent delivery

·       The importance of immediate resolution of problems

·       The importance of genuine empathy when things go wrong

·       The benefits of recognition and knowledge of the customer

·       The operational expectations for tactical customer service

·       The five general expectations customers hold regarding accessibility

·       The importance of accurate, clear, complete responses

·       The four components of first-call resolution

·       The importance of reliable follow-through

·       The relationship between customer education and problem prevention

·       The relationship between cross-selling and creating delight

·       How to set service goals strategically?

·       What should be included in strategic service and customer experience goals?

·       How to operationalise the process goals?

COURSE DURATION:

The typical duration of this course is approximately 2-3 hours to complete. Your enrolment is Valid for 12 Months. Start anytime and study at your own pace.

ASSESSMENT:

A simple 10-question true or false quiz with Unlimited Submission Attempts.

CERTIFICATION:

Upon course completion, you will receive a customised digital “Certificate of Completion”.

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SKU: 71870347483

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A Davis
Boise, US
★★★★★ 5
Dry Mouth...BE GONE!!
Flavor Name: Slightly Sweet, Size: 100 Count (Pack of 1)
These are a fabulous product! I have been using them for years. As a CPAP patient, dry mouth during the night is a big issue. Xylimelts solves this completely. Each tablet has a concave side. After you moisten them in your mouth you stick the concave side onto your gums below your teeth, or inside of your cheek. There they stay firmly in place and slowly melt, keeping your mouth perfectly moist all night. My magic bullet is one on each side of my lower jaw and one stuck to the roof of my mouth. They last all night. Xylimelts come in several flavors. Slightly sweet is my favorite, because the mint is a little too strong for me. I cannot live without this product! My daughter does not have a CPAP machine but suffers with sinus congestion. She uses these every night to combat dry mouth associated with mouth breathing during sleep. PRO TIP: once you have them firmly in place, do not try to move them. They are solidly glued down and you can cause irritation by prying them up.
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Reviewed in the United States on December 28, 2025
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Jersey Girl
Belleville, US
★★★★★ 5
Xylimelts work! Don't leave home without them!
I love the mint free version of Xylimelts. The mint flavored ones are also good but I'm not a fan of mint. As far as working to alleviate dry mouth, they work. I'm able to use 1 Xylimelt per night and get about 6 hours of comfort. That is sufficient for my needs. The instructions say that you can use 2 Xylimelts at a time, if you need them. Properly moistened before holding in place on your gum, they will adhere tightly. There are certain products that make my life better and Xylimelts are one of them. While not mentioned in the literature, my experience is that using these over the last two years, I've experienced zero cavities. For me, this makes sense as the Xylimelts help prevent bacteria from adhering. Since dry mouth also encourages cavities, using them regularly give you a leg up at preventing cavities while keeping you comfortable all night. I've never used them in the daytime but they are unobtrusive and were certainly help with chronic dry mouth. Definitely works for me.
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Reviewed in the United States on April 11, 2019
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Mrs. Hill
Battle Creek, US
★★★★★ 5
Sleep-aid
I've used Oracoat XliMelts for years at night time. I usually only need one for overnight. Keeps my throat dry so I don't keep waking up with a dry mouth.
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Reviewed in the United States on February 8, 2026
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La Milanese
Bozeman, US
★★★★★ 5
Finally A Product that Works For Me
I have severe dry mouth. It's due to medication which I need. It was so bad my tongue would stick to the roof of my mouth and I couldn't open it again. I had really bad gun problems and lots of dental work from the infections that developed. Eventually I had to give Up a valuable medication. That was the last century and toothpaste and mouthwash weren't enough. I am.now taking medication that I wouldn't be able to if it weren't for Xylimelts. I found keeping up with the right mouthwash and using this does the trick. I do need some squirts of Biotene spray. That's instant saliva. Keeping this pouches against the gum has been a game changer. It doesn't show. I don't feel it except when it runs out, gets tiny and crumbles into my mouth. That is about two hours. A friend used it and it lasts four hours. I dont remember if I felt it after the first couple of days. It's curved design makes it undetectable. I think the first day of two I kept checking it stayed in place. It does. It doesn't need any particular placement. I put It on the tip of my finger and wherever it goes is fine. This really works. Finally a product that does work for very dry mouth. At night I put two in and they're still there in the morning. I m a mouth breather so the dry mouth was really hard on me comfort-wise. People try to be kind and suggest you have a drink of water. They don't know it's not thirst. I will say taking sips of whatever you like helps. But in the last century I had to give up a valuable medication because my tongue stuck to the roof of my mouth so badly I couldn't open it again. Really embarrassing. It wasn't healthy for my gums either. This does it for me. I hope this helps other people who suffer from bad dry mouth or need it less often
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Reviewed in the United States on July 17, 2019
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C J M
Massapequa, US
★★★★★ 5
I can Sleep Again!
I can get terrible dry mouth while sleeping. These have made it so I can sleep the whole night with out waking up to drink water. I love theses. Gave me back a good nights sleep. I use Two every night. Simple get it a little wet, then I place gently and hold to the outside of the top left molar for a few seconds. The glue will hold it in place with out fear of swallowing. Then I put one on the top right side. They stick well to teeth and can be easily removed. If you leave it alone and fall asleep, it will stay in place for 4-6 hours, providing gentle lubrication to keep your mouth moistened while sleeping. They make your mouth water a little, and the xylitol gives a little lubrication. These are great for mouth breathers and people with sinus issues. These are a real game changer for the better.
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Reviewed in the United States on May 25, 2019

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