Great customer service doesn’t just happen. It’s built from the bottom up with great processes, people, and programs. In this course, you’ll learn how to build a system that provides excellent customer service while keeping your company profitable. Most companies don’t design a customer-focused service delivery with intention. We’ll show you how to attract new clients based on your service delivery.
We use a framework that focuses on people, processes, and programs. “People” includes your employees, your clients, and your vendors. And that makes clear why you need to build a customer service system that’s totally consistent with your brand.
We’ll show you how to create a never-ending loop of brand-building, employee management, and customer management. And we’ll do all this with in a way that maximizes profitability.
And of course, all of this is presented in the context of an IT consulting business.
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Delivered by Karl W. Palachuk, author and coach. Karl has built and sold two successful managed service businesses in Sacramento, CA. He is the founder and president of the Sacramento SMB IT Professionals Group, and author of more than twenty books, including Managed Services in a Month.
This course Includes five weeks of Zoom webinar classes with related handouts, assignments, and "office hours" with the instructor.
This course is intended for business owners and managers, but is very useful for every single employee in your IT business. This course has an associated professional certification exam and may be applied to specialist certifications in Management, Sales & Marketing, Service Manager, Technician, or Front Office.
Class Content
Unit 1: What is Customer Service and Who Delivers It?
Unit 2: People: Clients and Employees
Unit 3: Processes for Success
Unit 4: Customer Service programs and automation
Unit 5: Consistent, Scalable, Reproducible, Amazing Customer Service
Note: * Members of the Small Biz Thoughts Technology Community attend at no additional charge. See details in the Community
