Customer Service Management (CSM) Implementation Course Overview

Customer Service Management (CSM) Implementation Course Overview

The Customer Service Management (CSM) Implementation course is a comprehensive training program designed to equip learners with the skills and knowledge necessary to effectively implement customer service operations within an organization. Through a series of modules, participants will dive into the practical aspects of establishing and managing a robust CSM system, including case management, predictive intelligence, customer portals, knowledge management, and performance analytics.

Module 1 focuses on the fundamentals of implementing customer service operations, while Module 2 delves into enhancing the customer experience through various digital touchpoints. Module 3 provides a foundation for implementation preparation and best practices, emphasizing the importance of organizational change management. Finally, Module 4 teaches learners how to manage and improve CSM performance through analytics and reporting.

By completing this course, individuals can earn a customer service management certification and gain valuable customer service management training to help businesses deliver exceptional service and drive customer satisfaction.

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  • Live Online Training (Duration : 24 Hours)
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  • Live Online Training (Duration : 24 Hours)
  • Per Participant

♱ Excluding VAT/GST

Classroom Training price is on request

You can request classroom training in any city on any date by Requesting More Information

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Course Prerequisites

Sure, here are the minimum required prerequisites for successfully undertaking the Customer Service Management (CSM) Implementation course, formatted as requested:

  • Basic understanding of customer service principles and practices.
  • Familiarity with general IT concepts and business processes.
  • Experience with or knowledge of ServiceNow platform navigation and functionality is beneficial.
  • Ability to use a web browser and handle basic computer operations.
  • For technical modules, foundational knowledge in system administration or software development may be helpful.
  • Willingness to engage in hands-on labs and interactive learning sessions.

Please note that while these prerequisites are aimed at ensuring participants can fully benefit from the course, individuals with a strong desire to learn and the ability to quickly assimilate new information may also find success in this training.

Target Audience for Customer Service Management (CSM) Implementation

The CSM Implementation course is designed to enhance customer service operations and experience using advanced management tools.

  • Customer Service Managers
  • IT Support Staff
  • Customer Experience Specialists
  • Service Desk Analysts
  • Technical Support Engineers
  • CRM System Administrators
  • IT Project Managers
  • Business Analysts
  • Process Improvement Consultants
  • Change Management Professionals
  • Organizational Development Practitioners
  • Customer Service Operations Coordinators
  • Customer Success Managers
  • Field Service Managers
  • Knowledge Management Officers
  • Performance Analysts
  • Data Analysts with a focus on customer service metrics
  • IT Consultants specializing in service management implementations
  • ServiceNow Administrators and Developers (if the CSM tool used is ServiceNow)

Learning Objectives - What you will Learn in this Customer Service Management (CSM) Implementation?

Introduction to Learning Outcomes

This course equips participants with the knowledge to effectively implement and manage Customer Service Management (CSM) operations, enhance customer experience, prepare for deployment, and utilize performance management tools within a CSM environment.

Learning Objectives and Outcomes

  • Understand the core concepts and objectives of Customer Service Management (CSM) implementation.
  • Identify when and how to utilize different case types in CSM.
  • Operate the assignment workbench and leverage advanced work assignment for efficient case handling.
  • Implement predictive intelligence to improve customer service operations.
  • Configure customer service portals to enhance user experience.
  • Manage knowledge effectively within CSM and understand its impact on customer service.
  • Integrate walk-up experiences and field service management with CSM.
  • Apply Organizational Change Management (OCM) principles in CSM implementation.
  • Employ best practices for workshops, requirements gathering, and implementation, including integrations and data migration.
  • Use performance analytics and reporting tools to monitor and manage CSM effectiveness.