Advanced Certificate in Lean Customer Service Abilities
-- ViewingNowThe Advanced Certificate in Lean Customer Service Abilities is a comprehensive course designed to empower professionals with the essential skills required to thrive in the customer service industry. This certificate program focuses on Lean methodologies, a proven approach to eliminate waste, reduce costs, and increase value for customers.
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과정 세부사항
• Unit 1: Introduction to Lean Customer Service: Overview of Lean principles, the importance of customer service in Lean methodology, and the benefits of implementing Lean customer service. • Unit 2: Value Stream Mapping in Customer Service: Identifying value-added and non-value-added activities, mapping the customer service value stream, and creating a future state map. • Unit 3: Waste Reduction in Customer Service: Identifying and eliminating the seven wastes in customer service: transportation, inventory, motion, waiting, overproduction, over-processing, and defects. • Unit 4: Continuous Improvement in Customer Service: Implementing a culture of continuous improvement, using tools such as Kaizen, 5S, and Six Sigma. • Unit 5: Standardization in Customer Service: Developing standard work procedures, visual management systems, and performance metrics for customer service processes. • Unit 6: Effective Communication in Lean Customer Service: Building effective communication channels, using active listening, and delivering clear and concise messages. • Unit 7: Employee Empowerment in Customer Service: Encouraging employee engagement, providing autonomy, and promoting a culture of continuous learning and development. • Unit 8: Lean Metrics for Customer Service: Measuring and tracking customer service performance, using metrics such as first contact resolution, customer satisfaction, and net promoter score. • Unit 9: Change Management in Lean Customer Service: Managing change effectively, using tools such as Kotter's 8-step model, and addressing resistance to change. • Unit 10: Sustaining Lean Customer Service: Developing a sustainability plan, embedding Lean principles into the organizational culture, and continuously monitoring and improving customer service processes.
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