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Certified Business Strategist
CERTIFIED CUSTOMER CARE STRATEGIST
CERTIFIED CUSTOMER CARE STRATEGIST
Curriculum
6 Sections
25 Lessons
Lifetime
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Module 1: Foundations of Customer Care Strategy
5
1.1
Introduction to Customer Care Strategy
1.2
Understanding Customer Behavior and Expectations
1.3
Mapping the Customer Journey
1.4
Defining a Customer-Centric Approach
1.5
Legal and Ethical Considerations in Customer Care
Module 2: Customer Experience Strategy Design and Management
5
2.1
Designing the Ideal Customer Journey
2.2
Service Design Thinking and Innovation
2.3
Personalization Strategies in Customer Service
2.4
Omnichannel Customer Experience Management
2.5
Measuring Customer Satisfaction (NPS, CSAT, CES)
Module 3: Data-Driven Strategic Decision Making and Customer Insights
5
3.1
Gathering and Analyzing Customer Data
3.2
Leveraging Customer Feedback for Improvement
3.3
Predictive Analytics in Customer Care
3.4
Segmentation and Personalization Based on Data Insights
3.5
Key Metrics and Performance Indicators for Customer Service
Module 4: Customer Retention, Loyalty, and Conflict Resolution Strategy
5
4.1
Customer Retention Strategies and Best Practices
4.2
Developing and Managing Loyalty Programs
4.3
Advanced Conflict Resolution Techniques
4.4
Managing Customer Complaints and Negative Feedback
4.5
Building Long-Term Customer Relationships
Module 5: Leadership, Innovation, and Future Trends in Customer Care Strategy
5
5.1
Leadership in Customer-Centric Organizations
5.2
Fostering a Customer-Centric Culture
5.3
The Role of Technology in Customer Care (AI, Automation, CRM)
5.4
Trends in Digital Customer Service (Social Media, Chatbots)
5.5
Continuous Improvement and Innovation in Customer Care Strategy
Final Exam CCCS-UK
1
6.1
Final Exam CCCS-UK
2 Hours
25 Questions
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