Customer Support Business planning
What you'll learn
- Understanding how to create Vision and Mission of Customer Support Department
- Job description of a Customer Support Department Head
- Getting a detail understand of of Leadership effectiveness
- Learn how to build relationship with the Team and other stakeholders
- Understanding various maturity states of Customer Support department
- How to build a solid Customer Support business planning in alignment with organization goal
Requirements
- Must have basic understanding about Customer Services
- Interested in learning about Customer service business planning structure
Description
In this first installment of the Customer Support Management series, we will delve into the creation of a comprehensive Customer Support Business plan that is aligned with the objectives of your organization. The course includes case studies that provide context and assist in the comprehension of each section.
Section 1: Leadership for Customer Support Department Heads: This section introduces you to your role in the new or existing customer support department and equips you with the essential leadership and relationship skills necessary to manage the end-to-end customer support department lifecycle effectively.
Section 2: Customer Support Maturity Stage: In this section, you will learn about the different stages that a customer support center or department goes through in its journey towards becoming a support team, such as the tactical stage (reactive and proactive), strategic stage (customer-centric and business-centric). We will examine a case study to assess the maturity of a support center and conduct a SWOT analysis on people, processes, and technology, which are critical in evaluating your department and devising customer support business action points to attain the organization's overall objective.
Section 3: Business Planning and Strategy: In this section, we will explore how to work with the CEO and Business Heads to understand the organization's overall strategic goals for the next three to five years and develop strategic, tactical, and operational goals for the Customer Support Department. You will also learn how to deal with Service Level Management, Operational Level Agreements, and Standard Operating Procedures as a Department Head to ensure effective execution and management of the Customer Support Business plan.
Who this course is for:
- New Customer Support Manager would like to know how to setup customer support business plans
- CEO, Founder of startup who would like to know how to align business goal with Customer Support Department
- Other department Managers migrating to Support department and would like to know how to do Customer Support Business planning
Instructor
- 4.4 Instructor Rating
- 161 Reviews
- 2,193 Students
- 4 Courses
Govindraj, is from Mumbai, India, is a skilled professional known for his work in Customer Support. He leads a team focused on providing top-notch customer service & success. Besides this role, Govindraj is a blogger & writer his field. He is also a trainer & teaching others about Customer Support Management. His mix of real-world experience and deep knowledge makes him very effective in projects that focus on helping customers.
Currently, Govindraj has been heading the Customer Support Center & Operations for 9 + years in Yapsody SAAS product-facing firm. During his tenure, he has successfully established the entire department along with all the support processes from scratch. His leadership and expertise have helped the organization achieve excellent customer satisfaction ratings and deliver exceptional support services.
His passion for training and development has led him to conduct on-site Customer Support Team Lead and Customer Support Manager onsite training in different countries as customer support ledership corproate trainer. He has trained over 2000 + Cognizant IT employees, including Service Delivery Managers and Associate Managers, on the Customer Support Manager Certification over the last 7 years.
As a Udemy trainer, he has more than 1600 students enrolled in his courses. He has created courses such as the Power of Customer Support Department, Master of Customer Support Team Leader Program, and Customer Support Management series.
He is also the founder and principal trainer of The Customer Support School. His vision is to pass on customer trends and knowledge to all employees working in the customer support sector. He believes in promoting the importance of customer support and empowering professionals to deliver exceptional support services. He has authored several books on the subject, including Power of Customer Support Department, The Frontline Customer Support Leader, and Establishing a Customer Support Department.