Course Description
In this “Customer Service Operations Metrics” course, you will learn how analytics can improve all aspects of your company’s service operations. You will focus on the five primary service tools that will help you align company operations metrics with customer service metrics. You will learn about the service operations blueprint — a flowchart of service tasks and technologies for satisfying customers at interactive touchpoints — and how to apply that blueprint to your business. After learning about the service operations blueprint as the guide, you’ll learn about operations research processes that enable you to measure and analyze your service performance so you can continue to adjust and improve your operations and customer service.
The five primary customer service tools of time, cost, space, staff, and technology can feel daunting, but this course clearly lays out their importance one-by-one. Understanding the tools and their metrics is key to improving customer service operations. The primary tools include: time, which is the rate and rhythm of convenience; cost, including the resources and range of efficiency; space, including the physical and digital environment; staff, and human capital skills; and technology, described as reinforcing company activities to realize customer aspirations. The tools are all interrelated and impact both the effectiveness of the company’s operations and the customer’s experience. You will have a better understanding of the tools necessary to successfully align company engagement with customer expectations.
Learning Objectives:
- Learn about the five primary customer service tools of time, cost, space, staff, and technology
- Learn how the service operations blueprint can improve physical and digital operations
- Learn how to align service operations tools with customer service to efficiently improve the customer’s experience
- Learn how the operations research process enables you to improve customer service operations in real-time
- Learn how to align company engagement with customer expectations
What You'll Learn
- Identify the five primary customer service tools of time, cost, space, staff, and technology
- Apply the service operations blueprint to improve physical and digital operations
- Align service operations tools with customer service to efficiently improve the customer's experience
- Use the operations research process to measure, analyze, and improve service operations in real-time
- Align company engagement with customer expectations
Key Takeaways
- Analytics can improve all aspects of a company's service operations by aligning operations metrics with customer service metrics.
- The service operations blueprint is a flowchart of service tasks and technologies for satisfying customers at interactive touchpoints.
- The five primary customer service tools are time (the rate and rhythm of convenience), cost (the resources and range of efficiency), space (the physical and digital environment), staff (human capital skills), and technology (reinforcing company activities to realize customer aspirations).
- The operations research process enables you to measure and analyze service performance so you can continue to adjust and improve operations and customer service.
- The five tools are interrelated and impact both the effectiveness of the company's operations and the customer's experience.
Frequently Asked Questions
What does this course cover?
The course covers how analytics can improve a company's service operations, focusing on the five primary service tools (time, cost, space, staff, and technology), the service operations blueprint, and the operations research process used to measure and analyze service performance.
What are the five primary customer service tools taught in this course?
The five primary tools are time (the rate and rhythm of convenience), cost (the resources and range of efficiency), space (the physical and digital environment), staff (human capital skills), and technology (reinforcing company activities to realize customer aspirations).
What is the service operations blueprint?
It is a flowchart of service tasks and technologies for satisfying customers at interactive touchpoints, which the course teaches you how to apply to your business to improve physical and digital operations.
What skills will I gain from this course?
You will gain a better understanding of the tools necessary to align company operations metrics with customer service metrics, apply the service operations blueprint, and use the operations research process to improve customer service operations in real-time and align company engagement with customer expectations.
How is the course structured?
The course includes an Introduction, lessons on the Service Operations Blueprint and the Service Operations Research Process, individual lessons on each of the five tools (Time, Cost, Space, Staff, and Tech), two Test Your Knowledge checkpoints, and a Conclusion.
