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In this online course, you will gain a comprehensive understanding of crisis management in the context of customer service. Through a combination of theoretical knowledge and practical exercises, you will learn how to identify and prevent crises, develop a crisis management plan, and effectively communicate with customers during challenging situations. Additionally, you will explore the role of technology in crisis management and examine the ethical considerations involved. By the end of the course, you will have the skills and confidence to handle crises in customer service and ensure customer satisfaction even in the most challenging situations.
Here is the course outline:
1. Introduction to Crisis Management in Customer ServiceThis module sets the foundation for understanding what crisis in customer service means, the importance of preventing such crisis, and the role of technology in managing crisis situations effectively. 5 sections
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2. Building a Crisis Management Team and PlanIn this module, learners will gain insights into how to build a competent crisis management team, develop a comprehensive crisis management plan, and understand the ethical considerations in crisis management. 5 sections
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3. Implementing and Analysing Crisis Management in Customer ServiceThe final module focuses on implementing the crisis management plan, retaining customers during a crisis, and analysing the situation post-crisis to improve future crisis management. 6 sections
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