Advanced Certificate in Customer Service: Actionable Problem-Solving

• Advanced Problem Identification: In this unit, students will learn to identify complex customer service issues, using root cause analysis and other diagnostic techniques. They will also develop skills in data gathering and analysis to inform problem-solving efforts.
• Designing Customer-Centric Solutions: Students will explore customer needs and preferences, using empathy mapping and other design thinking tools. They will learn to create customer journey maps and use them to identify opportunities for improving service experiences.
• Collaborative Problem-Solving: In this unit, students will practice working collaboratively with colleagues, stakeholders, and customers to solve complex problems. They will learn techniques for facilitating productive conversations, building consensus, and managing conflicts.
• Implementing and Evaluating Solutions: Students will learn to plan and execute the implementation of customer service solutions, using project management tools and techniques. They will also learn to evaluate the effectiveness of those solutions, using metrics and other data sources.
• Communication and Interpersonal Skills: This unit will focus on developing advanced communication and interpersonal skills, including active listening, persuasive speaking, and effective writing. Students will learn to communicate complex ideas clearly and concisely, and to build strong relationships with customers and colleagues.
• Change Management: Students will explore the challenges of managing change in a customer service context, including managing resistance and building buy-in. They will learn to develop change management plans and to evaluate the impact of change on customers and employees.
• Ethics and Compliance: In this unit, students will learn to navigate ethical dilemmas and ensure compliance with relevant laws and regulations. They will explore topics such as customer privacy, data security, and accessibility.
• Innovation and Creativity: Students will learn to think creatively and innovatively about customer service challenges, using techniques such as brainstorming, mind mapping, and lateral thinking. They will also learn to evaluate the feasibility and impact of innovative solutions.
• Continuous Improvement: In this final unit, students will learn to adopt a continuous improvement mindset, using tools such as feedback loops, customer surveys, and data analysis to identify opportunities for ongoing improvement. They will develop skills in prioritization and time management to ensure that continuous improvement efforts are focused