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(New for 2020!) Customer Service 2.0: Learn How to Serve Digital Customers
Digital Customer Service for the Social Media Era
Course Trailer: Digital + Social: Customer Service 2.0 (Certificate Course) (0:50)
Hi I’m Davis! Welcome to the Customer Service 2.0 Course (2:42)
The Five Principles of Customer Service 2.0 (2:57)
Download All of Eazl’s Customer Service 2.0 Resources
How to Solve Customer Issues in a Community-First Context
How Increased Connectivity is Changing Customer Service (4:42)
The IPX System: How to Diagnose a Problem (2:49)
Learn to Think in Terms of Jobs To Be Done (3:56)
What a Community Focus Means for Solving Individual Problems (4:33)
Case Study: The 5 Principles in Problem Solving Action (4:48)
[Assignment] Which Questions Would Help Diagnose the Problem? (1:40)
What Social Media and Smartphones Mean for Customer Service
What’s Different about Customer Care on the Social Web? (2:54)
The 5 Most Common Social Care Interactions (1:57)
SideBYSide: Tone Mirroring for the Global Digital Community (4:05)
Learn a Framework for Prioritizing Social Care Requests (2:32)
SideBYSide: a Quick Tour of Four Social Monitoring Tools (3:43)
Three Case Studies in Social Care Excellence (3:42)
[Assignment] How Will You Handle this Support Request Received on Social Media? (0:38)
How to Generate Revenue through Compassionate Service
The Cost of Attracting Customers is Rising (4:01)
3 Ways to Create a Culture of Compassion around Customer Service (4:18)
The Four Opportunities to Convert Customer Service into Revenue (2:23)
The Apple Case Study: Increasing the LTV through Customer Service (3:42)
[Assignment] Customer Experience Improvements for Amazon.com
Let's Wrap and Get You Your Certificate (4:28)
3 Ways to Create a Culture of Compassion around Customer Service
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