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Customer | How to Build a Customer Service Strategy

For you and your team to be successful in providing great customer service, start by putting your customer first
3.8 (17 ratings)
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55 students enrolled
Created by Learoy Tonight
Last updated 3/2016
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  • 29 mins on-demand video
  • 2 Supplemental Resources
  • Full lifetime access
  • Access on mobile and TV
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There is no question about the impact great customer service has on an organisation. How to build a customer service strategy will give you the tools to make a connection and build a relationship with your customer base. Today we may be providing a service, tomorrow we may be a receiving one; it is the beauty of this that makes good customer service a truly human endeavour.

To be successful in providing great customer service, you need to start by putting your customer first. What kind of service do they want, or better yet, what kind of service would you want? We can’t just tell our team members to provide a good customer experience and expect it happen, we need to implement strategies to ensure it happens. By developing a strategy that enables truly human customer interactions, you will pre-empt pain points before they occur and start to build customer loyalty.

Each lecture has been carefully selected so that you can explore relevant and meaningful strategies to create a truly customer centric workplace. Build a culture that values the importance of each customer interaction and empowers employees to provide the best service possible. This course is full of tips and tricks to use inside and out of your workplace. It will motivate you to really understand and support the environment you’re trying to create.

Learoy Tonight is a fresh business with interesting and modern ideas about education. Many people take part in creating these courses – from subject matter experts, to researchers and designers – to ensure you are provided with the best learning experience and the most up to date information. We’re excited about education and want to give you the opportunity to be the best you can be.

Each course will take you approximately 30 to 45 minutes to complete and will cover all of the components required to build a customer centric workplace. Our content will give you the opportunity to listen to experts and understand relevant models to use on your leadership journey when creating a truly human customer experience. Enjoy a collection of videos, interviews and engaging imagery used throughout our presentations.

This course is a small section of Customer – At Your Service. If you would like to really challenge yourself, join us for the entire journey.

What are you waiting for? Start tonight and be on your way to providing amazing customer service tomorrow.

Who is the target audience?
  • Anyone looking to improve the experience of their customers
  • Anyone with an interest in driving a strong customer focus within their organisation
  • Anyone looking to develop their organisation into an environment that customers want to interact with and develop loyalty to
  • Anyone with frontline customer service experience, leadership or management experience, whether in a junior to middle management level or those who wish to move into a middle/senior management role within a customer focussed organisation
  • Anyone from a small, medium or large organisation
Students Who Viewed This Course Also Viewed
What Will I Learn?
Place your customer at the front of your business
Recognise actions that can damage a customer centric culture
Develop a customer centric service strategy
Prevent potential customer pain points
Create an environment that enables customer retention
View Curriculum
  • A keen readiness to learn and put it into practice
  • Access to a computer, tablet or iPad
  • Headphones or speakers to listen to videos
Curriculum For This Course
Expand All 10 Lectures Collapse All 10 Lectures 35:26
Welcome to How to Build a Customer Service Strategy
1 Lecture 01:12

A customer service strategy starts and ends with the customer. To be truly customer centric, you need to engage with them in every aspect. Let’s take a look at how you can get in the mind of your customer to build a successful service strategy.

Preview 01:12
Thinking Like a Customer
1 Lecture 09:32

Let’s take a look at how you can show your customers they matter to you, by exploring service from their perspective.

Preview 09:32
Damaging Your Customer Centric Strategies
1 Lecture 06:12

They say actions speak louder than words. Take a look at actions we might want to avoid when trying to show our customers we care.

Damaging Your Customer Centric Strategies
The Customer Experience
6 Lectures 11:54

Take a look at some questions you can ask to develop an effective customer service strategy.

Develop Your Customer Strategy

Let’s take a look at ways to build a customer centric strategy and how to create an outstanding customer experience.

References and Further Reading - PricewaterhouseCoopers 2013, ‘10 Minutes on building the customer-centered organization’,, 2013, viewed 8 May 2015 (see external resources)

Building a Customer Centric Strategy

Here we will take a look at Miffy’s story, before answering a Q&A on her customer journey.

The Story of Miffy and Good Beans
5 pages

Let’s look at what Tony Hsieh, CEO of Zappos, thinks about the importance of the customer experience, then test your knowledge with a Q&A under the downloadable resources.

References - Hsieh, T 2013, Delivering Happiness, Business Plus: Hachette Book Group, New York.

Zappos and the Importance of Customer Experience

Here we will understand a bit more about the customer experience and look at strategies for improvement.

References and Further Reading - Beard, R 2013 ‘Customer Experience – 15 Statistics You Can’t Ignore’, infographic on, viewed 8 May 2015, (see external resources)

Strategies for Improving the Customer Experience

Click the link under external resources to check out Google Garage, the collaborative workspace that thrives on crazy, creative ideas.

Google Garage - A Collaborative Work Space
1 page
Congratulations! You now know how to Build a Customer Service Strategy
1 Lecture 00:36

Where to from here?

How to Build a Customer Service Strategy
About the Instructor
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