Customer Service

This course is the first of a series that aims to prepare you for a role as an entry-level IT Support Specialist. In this course, you’ll be introduced to the world of Information Technology, or IT. You’ll learn about the different facets of Information Technology, like computer hardware, the [...]

Learn how to analyze and understand the difficult dynamics of customer service. Customer service is a complex phenomenon where people engage in an extended interaction to co-create value. This course focuses on social and cultural aspects of services.

Ultimately, the customer is the sole judge of the quality of an organizations’ offer and is the actor that, in one way or another, pays for it. Due to this, the customer experience is important and a point of departure for marketing and organizational development. Understanding Customer Experience is [...]

Traditional CRM tools are fast becoming obsolete. They often don’t have the necessary breadth to satisfy the growing demand for omnichannel customer engagement. What businesses need is a comprehensive approach to engage with customers consistently, across all touchpoints and functional activities, not just via stovepipe solutions for e-commerce, point-of-sale, [...]