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What You'll Learn

Conduct Comprehensive Audits of Customer Service Performance: Identify strengths
weaknesses
and areas for improvement to enhance customer satisfaction.
Develop and Implement Customer Service Strategies: Align service policies with business objectives to boost customer loyalty and business outcomes.
Build and Lead High-Performing Support Teams: Recruit
train
and motivate staff to deliver exceptional customer experiences.
Optimize Customer Service Processes: Implement modern technologies
including AI and automation
to streamline operations and improve efficiency.
Utilize Key Metrics for Service Quality Monitoring: Analyze NPS
CSAT
CES
and FCR scores to make data-driven decisions.
Manage Conflicts and Handle Difficult Clients Professionally: Apply effective conflict resolution techniques to maintain positive customer relationships.
Foster Collaboration Across Departments: Work seamlessly with marketing
sales
and product teams to ensure a unified approach to customer care.

Requirements

Basic Understanding of Customer Service Operations – Experience in a support
service
or customer-facing role is helpful.
Communication & Leadership Skills – Ability to manage teams
communicate effectively
and handle customer interactions.
Problem-Solving Abilities – Strong analytical skills to identify service gaps and improve processes.
Familiarity with Customer Satisfaction Metrics – Knowledge of NPS
CSAT
and CES is a plus but not required.
Experience with CRM or Customer Support Tools – Familiarity with platforms like Zendesk
Salesforce
or Intercom is useful but not mandatory.
Basic Business & Strategy Knowledge – Understanding how customer care aligns with business goals is beneficial.
Time Management & Organization Skills – Ability to oversee multiple service functions effectively.
Interest in Digital Transformation & AI – Willingness to learn how AI and automation enhance customer service.
Desire to Improve Customer Experience – Passion for optimizing customer interactions and retention.
Motivation to Lead & Innovate in Customer Care – Willingness to develop strategies and take on leadership responsibilities.

Description

Chief Customer Officer (CCO): Mastering CX, Support, and Retention

In today’s competitive market, businesses must prioritize customer experience (CX) to drive retention, loyalty, and business growth. This course is designed for professionals aspiring to become Chief Customer Officers (CCOs) or enhance their expertise in customer success, support, and service optimization.

Led by industry expert Mike Pritula, this course provides a structured approach to developing and implementing high-impact customer experience strategies. Through practical insights, best practices, and real-world case studies, you will gain the skills to lead customer-centric initiatives, optimize processes, and elevate service standards.

What You Will Learn:

• CCO Role & Responsibilities: Understand the strategic function of a Chief Customer Officer and how to drive company-wide CX transformation.

• Customer Service Strategy: Build and implement customer-centric strategies that enhance satisfaction, retention, and revenue growth.

• Customer Success & Loyalty: Develop frameworks for customer journey mapping, retention programs, and long-term engagement.

• Service Process Optimization: Streamline operations, integrate automation tools, and improve team efficiency in support and care functions.

• Customer Analytics & Metrics: Learn how to track, measure, and analyze key service performance indicators to optimize the customer experience.

• Handling Difficult Customers: Master conflict resolution techniques and strategies for managing escalations effectively.

• Future of CX & Innovation: Explore the latest trends in customer success, AI-driven support, and service automation.

Course Porgram:

Class 1: Role and Responsibilities of the Director of Customer Care

Main tasks and key functions in the company.
Impact on customer experience and business results.
Key KPIs: NPS, CSAT, CES, FCR.
Interaction with other departments (marketing, sales, product).
Leadership and change management in customer service.

Class 2: Auditing Customer Care performance

Audit Goals and Objectives: how to assess the current situation.
Customer Journey Mapping: analyzing the customer journey.
Data collection methods: surveys, interviews, feedback.
Evaluation of key processes and indicators.
SWOT analysis: strengths and weaknesses of the team.
Identifying bottlenecks and defining growth points.

Class 3: Developing a customer service strategy

Building the vision and mission of customer service.
Defining long-term and short-term goals.
Development of service policy and standards.
Selection of service model: omnichannel, self-service and others.
Preparation and implementation of the strategy.

Class 4: Managing the Customer Care Team

Recruitment and adaptation of employees in the team.
Training and development: regular trainings and coaching.
Motivation systems: financial and non-financial.
Performance management: regular appraisals and feedback.
Building a culture of support and engagement.
Creating career tracks for employees.

Class 5: Process Optimization, AI and Automation

Analysis of current processes: how to determine what needs to be optimized.
Using CRM and CCM systems.
Implementation of automation: chatbots, AI and self-service.
Building SLAs (service levels) and SOPs (operational standards).
Monitoring and quality control of processes.
Cases of successful automation in customer service.

Class 6: Key metrics and analytics

Metrics for measuring customer experience: NPS, CSAT, CES.
Team performance metrics: AHT, FCR, SLA.
Analyzing feedback from customers.
Reporting systems and data visualization.
Using analytics for decision making.

Class 7: Dealing with difficult clients and situations

Types of difficult clients and basic approaches to working with them.
Conflict management: active listening techniques.
Escalation: how and when to involve the manager.
Standards of communication in crisis situations.
Building a plan to prevent negative feedback.
The role of empathy in working with clients.

Class 8: Innovation and the Future of Customer Service

New technologies in Customer Care: what is important to know.
Trends and best practices at the global level.
The role of artificial intelligence and big data in customer care.
Innovative approaches to omnichannelization.
How to stay competitive in a changing world.
Building long-term plans for service development.

Sign up for the course

Course Structure:

The program consists of 8 structured modules, each covering a critical aspect of CX leadership. Lessons include recorded sessions, practical assignments, and actionable frameworks to implement immediately in your organization.

Why Take This Course?

• Industry Expert Instruction: Learn from an experienced customer service and CX leader.

• Practical Application: Gain actionable strategies, templates, and real-world best practices.

• Flexible Learning: Study at your own pace with on-demand recorded lessons.

• Certification: Earn a certificate upon completion to validate your expertise as a customer experience leader.

Take the next step in your career and become a high-impact Chief Customer Officer. Enroll today!

Who this course is for:

Customer Service Managers & Team Leaders – Those responsible for managing customer support teams and improving service quality.
Aspiring & Current Chief Customer Officers (CCOs) – Professionals preparing for or currently holding senior leadership roles in customer care.
Customer Experience (CX) Professionals – Individuals focused on optimizing customer interactions
satisfaction
and retention strategies.
Support & Operations Managers – Those overseeing customer service processes
including call centers
support desks
and digital support channels.
Business Owners & Entrepreneurs – Leaders who want to build customer-centric organizations and improve client loyalty.
Customer Success & Account Managers – Professionals responsible for ensuring long-term customer satisfaction and reducing churn.
Service & Contact Center Supervisors – Individuals managing call centers and digital customer service operations.
HR & Training Professionals in Customer Service – HR leaders responsible for recruiting
training
and developing customer care teams.
Digital Transformation & AI Enthusiasts – Those interested in leveraging AI
automation
and CRM tools to enhance customer service.
Professionals Transitioning into Leadership Roles – Those looking to upskill and move into customer care leadership positions.