Create a services customer satisfaction process

4.5
stars
12 ratings
Offered By
Coursera Project Network
In this Guided Project, you will:

Map customer entry points and service opportunities

Align marketing and support efforts to customer satisfaction

Evaluate customer satisfaction

Clock1 hour
BeginnerBeginner
CloudNo download needed
VideoSplit-screen video
Comment DotsEnglish
LaptopDesktop only

In this 1-hour long project-based course, you will learn how to map your customer interactions, align marketing and service opportunities, design a process for achieving and measuring customer satisfaction. Note: This course works best for learners who are based in the North America region. We’re currently working on providing the same experience in other regions.

Skills you will develop

  • services
  • Marketing
  • Customer Satisfaction
  • Business Process
  • Business Design

Learn step-by-step

In a video that plays in a split-screen with your work area, your instructor will walk you through these steps:

  1. Introduction and getting started

  2. Establish value

  3. Analyze customer entry points

  4. Connect marketing channels with entry points

  5. Analyze pre-sales and post-sales opportunities

  6. Create a multi-channel support structure

  7. Build a taxonomy and knowledge base

  8. Set up Net Promoter Score

  9. Finalize the process

How Guided Projects work

Your workspace is a cloud desktop right in your browser, no download required

In a split-screen video, your instructor guides you step-by-step

Frequently asked questions

Frequently Asked Questions

More questions? Visit the Learner Help Center.