Create a services customer satisfaction process

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

servicesMarketingCustomer SatisfactionBusiness ProcessBusiness 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.