Digital Customer Service for the Social Media Era
How to Solve Customer Issues in a Community-First Context
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How Increased Connectivity is Changing Customer Service (4:42)
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The IPX System: How to Diagnose a Problem (2:49)
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Voices from the Field: Dealing with the Stress Involved in Customer Service (1:49)
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Learn to Think in Terms of Jobs To Be Done (3:56)
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Three Resources to Help Customer Service Teams Handle Coronavirus (COVID-19)
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What a Community Focus Means for Solving Individual Problems (4:33)
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Case Study: The 5 Principles in Problem Solving Action (4:48)
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[Assignment] Which Questions Would Help Diagnose the Problem? (1:40)
What Social Media and Smartphones Mean for Customer Service
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What’s Different about Customer Care on the Social Web? (3:10)
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The 5 Most Common Social Care Interactions (1:57)
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Voices from the Field: What Can I do to Help Customers via Social Media? (2:33)
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SideBYSide: Tone Mirroring for the Global Digital Community (4:05)
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Learn a Framework for Prioritizing Social Care Requests (2:32)
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SideBYSide: a Quick Tour of Four Social Monitoring Tools (3:43)
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Three Case Studies in Social Care Excellence (3:42)
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[Assignment] How Will You Handle this Support Request Received on Social Media? (0:38)
How to Generate Revenue through Compassionate Service
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The Cost of Attracting Customers is Rising (4:01)
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3 Ways to Create a Culture of Compassion around Customer Service (4:18)
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The Four Opportunities to Convert Customer Service into Revenue (2:23)
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The Apple Case Study: Increasing the LTV through Customer Service (3:42)
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Your Professional Growth: Becoming a Customer Experience Leader
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[Assignment] Customer Experience Improvements for Amazon.com
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Let's Wrap and Get You Your Certificate (4:28)
