Class Central is learner-supported. When you buy through links on our site, we may earn an affiliate commission.

LinkedIn Learning

Measuring the Value of Customer Service

via LinkedIn Learning

Overview

Explore the value of customer service and discover how it can earn a return on investment (ROI).

Syllabus

Introduction
  • The value and ROI of customer service
  • What you need to know
1. Principles of Value
  • The impact of customer service
  • The use and limits of an overall KPI
  • Three overarching levels of value in customer service
  • In your customers' shoes
2. The Benefits of Effective Customer Service
  • Customer lifetime value (CLV)
  • Brand promotion
  • Referred customer value
  • Product and service innovation
  • Operational improvements
  • Employee engagement
3. The Costs of Poor Service
  • Customer defection
  • Brand damage
  • Recurring problems
  • Compliance, safety and legal
  • Employee dissatisfaction
4. Building Your Case
  • Principles of effective budgeting
  • Justifying the customer service budget
  • Evaluating improvement initiatives
  • Using return on investment (ROI)
  • Overcoming ROI objections
Conclusion
  • Next steps

Taught by

Brad Cleveland

Reviews

4.6 rating at LinkedIn Learning based on 88 ratings

Start your review of Measuring the Value of Customer Service

Never Stop Learning.

Get personalized course recommendations, track subjects and courses with reminders, and more.

Someone learning on their laptop while sitting on the floor.