Global Certificate in Building a Global Service Culture
-- ViewingNowThe Global Certificate in Building a Global Service Culture is a comprehensive course designed to empower professionals with the skills necessary to thrive in today's globalized business environment. This course highlights the importance of building a strong service culture that transcends borders and drives customer satisfaction.
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โข Understanding Global Service Culture: This unit will cover the basics of global service culture, including its definition, importance, and benefits. It will also discuss the differences between domestic and global service cultures.
โข Cross-Cultural Communication: This unit will focus on effective cross-cultural communication, including verbal and non-verbal communication, active listening, and empathy. It will also cover common communication barriers and how to overcome them.
โข Customer Service in a Global Context: This unit will explore the unique challenges of providing customer service in a global context, including language barriers, cultural differences, and time zone differences.
โข Developing a Global Service Strategy: This unit will cover the key elements of a global service strategy, including setting service standards, measuring service performance, and continuous improvement.
โข Global Service Delivery Models: This unit will discuss different service delivery models, including onshore, offshore, and nearshore, and their advantages and disadvantages.
โข Managing a Global Service Team: This unit will focus on the unique challenges of managing a global service team, including cultural differences, language barriers, and time zone differences.
โข Global Service Metrics and Analytics: This unit will cover the key metrics and analytics used to measure the performance of a global service team, including customer satisfaction, first contact resolution, and response time.
โข Global Service Technology: This unit will discuss the technology used to support a global service team, including remote collaboration tools, customer relationship management (CRM) systems, and service management software.
โข Legal and Compliance Considerations: This unit will cover the legal and compliance considerations of providing customer service in a global context, including data privacy laws, employment laws, and tax regulations.
By covering these essential units, learners will gain a comprehensive understanding of how to build a global service culture and provide exceptional customer service to customers around the world.
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