Description
In this first installment of the Customer Support Management series, we will delve into the creation of a comprehensive Customer Support Business plan that is aligned with the objectives of your organization. The course includes case studies that provide context and assist in the comprehension of each section. Section 1: Leadership for Customer Support Department Heads: This section introduces you to your role in the new or existing customer support department and equips you with the essential leadership and relationship skills necessary to manage the end-to-end customer support department lifecycle effectively. Section 2: Customer Support Maturity Stage: In this section, you will learn about the different stages that a customer support center or department goes through in its journey towards becoming a support team, such as the tactical stage (reactive and proactive), strategic stage (customer-centric and business-centric). We will examine a case study to assess the maturity of a support center and conduct a SWOT analysis on people, processes, and technology, which are critical in evaluating your department and devising customer support business action points to attain the organization's overall objective. Section 3: Business Planning and Strategy: In this section, we will explore how to work with the CEO and Business Heads to understand the organization's overall strategic goals for the next three to five years and develop strategic, tactical, and operational goals for the Customer Support Department. You will also learn how to deal with Service Level Management, Operational Level Agreements, and Standard Operating Procedures as a Department Head to ensure effective execution and management of the Customer Support Business plan.
