From the course: Measuring the Value of Customer Service

What you need to know

From the course: Measuring the Value of Customer Service

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What you need to know

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- Before we dive in, let me provide some background on this course. First, you don't have to be in or have a background in finance. Whatever your role, this course is designed to help you better understand and quantify the value of customer service. Second, keep in mind that your organization's unique. As an advisor to many different organizations, I'm often asked by those in customer service, "How do we get others "to understand the value of the work that we're doing?" The answer must be specific to your organization and your customers. A government agency will focus on a different justification than an airline or a manufacturer, or a restaurant. We'll explore a number of methods for assessing the positive impact of good customer service and the negative impact of poor customer service. My encouragement is get the big picture, but then use those methods that apply in your environment. Third, keep in mind that your value estimates must be credible. Candidly, I've found that there's a lot of bad advice out there. The return on specific investments, especially technology solutions, is often overstated. If it sounds too good to be true, it probably is. But I've also found that the impact of customer service overall is too often undervalued. We've designed this course to provide credible perspective on what's a multifaceted topic. Here's how the course flows. In chapter one, we'll look at key principles that set the stage for understanding the value of customer service. Chapter two discusses the upside. We'll look at the approaches for quantifying the value of good customer service. Chapter three explores the downside. We'll look at the approaches for quantifying the costs and risks of poor customer service. Then chapter four takes a look at how to present your business case. My hope is whatever your role, this course will provide a better understanding of the value of customer service. It's my desire that you and your team will be equipped to make decisions that are right for your customers, and your organization. Thanks again for coming along.

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