Advanced Certificate in Customer Service Performance Metrics

Name: Advanced Certificate in Customer Service Performance Metrics
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The Advanced Certificate in Customer Service Performance Metrics is a comprehensive course designed to enhance your understanding of customer service and its impact on business performance. This certificate program focuses on the importance of measuring and analyzing customer service metrics to drive strategic decisions and improve overall customer experience.

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AboutThisCourse

In today's competitive market, there is a high demand for professionals who can effectively manage customer service operations and leverage data-driven insights to optimize performance. This course equips learners with essential skills in customer service analytics, performance measurement, and strategic decision-making. By completing this program, learners will be able to demonstrate a deep understanding of customer service best practices, utilize performance metrics to drive business results, and communicate insights effectively to stakeholders. These skills are crucial for career advancement in customer service management, operations, and analytics roles, making this course an excellent investment for professionals looking to grow in their careers.

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CourseDetails

• Customer Service Metrics Fundamentals: Understanding Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and the importance of data-driven decision making.
• Quality Assurance in Customer Service: Evaluating customer interactions, implementing quality assurance programs, and ensuring consistent service delivery.
• Customer Satisfaction Surveys: Designing and implementing customer satisfaction surveys, analyzing results, and applying feedback to improve service.
• First Contact Resolution: Defining first contact resolution, measuring its impact, and implementing strategies to improve.
• Customer Effort Score: Understanding the concept of Customer Effort Score, measuring it, and reducing customer effort to improve loyalty.
• Net Promoter Score: Exploring Net Promoter Score (NPS), its importance in customer service, and strategies for improvement.
• Call Center Metrics: Analyzing call center metrics such as Average Handle Time (AHT), Average Speed of Answer (ASA), and Call Abandonment Rate.
• Chat & Email Metrics: Measuring the effectiveness of chat and email support, including First Response Time (FRT), Resolution Time, and Customer Satisfaction (CSAT).
• Social Media Metrics: Tracking and measuring social media customer service performance, including Response Time, Sentiment Analysis, and Share of Voice.
• Data Visualization & Reporting: Presenting customer service metrics in a clear and actionable way, and using data visualization tools for effective reporting.

CareerPath

The Advanced Certificate in Customer Service Performance Metrics focuses on enhancing the skills and knowledge required for effective customer service across various industries. This certificate program covers job market trends, salary ranges, and skill demand analysis for UK professionals. Customer Service Software: With the growing importance of technology in customer service, understanding and utilizing customer service software is vital. This skill is in demand by 25% of employers. Communication Skills: Effective communication is the foundation of great customer service. Employers seek candidates with excellent written and verbal communication skills, which accounts for 30% of the demand. Conflict Resolution: Handling difficult situations and maintaining a positive relationship with customers is essential. This skill is demanded by 15% of employers. Empathy: Connecting with customers and understanding their needs is crucial for successful customer interactions. Empathy is a critical skill, demanded by 20% of employers. Product Knowledge: Having a deep understanding of the products and services offered is necessary for providing accurate and helpful information to customers. This skill accounts for 10% of the demand.

EntryRequirements

BasicUnderstandingSubject
ProficiencyEnglish
ComputerInternetAccess
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DedicationCompleteCourse

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FastTrack GBP £140

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AcceleratedLearningPath

ThreeFourHoursPerWeek
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StandardMode GBP £90

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TwoThreeHoursPerWeek
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ADVANCED CERTIFICATE IN CUSTOMER SERVICE PERFORMANCE METRICS

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London School of International Business (LSIB)

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05 May 2025

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