Agile Customer Service Management

Overview

In today`s dynamic and digitalizing world having an excellent product or software is not the sole requirement for success. Whatever you produce or the services you provide your customer will always need your help and support. Did you do enough to address the issue your customers have? This is where the customer support becomes vital.

Customer service is not a separate part of your business but an integral part of every product or service. Customers define it as a critical indicator for how much they are valued. Awesome product combined with awesome support will activate your best advocates and salespersons – your customers!

But what makes customer service agile? It means more than just a framework or methodology for service management. It is a set of principles and values. It means emotional intelligence and cultural change. Get in your customers` shoes and experience their feelings interacting with your own product or service. Find the core source of the value you bring to your customer by experiencing the same journey and applying Design Thinking approach in meetings their needs.

Frequently Asked Questions

Who should attend?

This course is designed for anyone with any kind of customer interaction or with customer support/relationship role.
We typically see a mix of different roles attending:
• Customer support representatives: service desk agents, 2nd and 3th level agents, field support, etc.
• Business analysts, project managers
• Product managers, Product Owners, QAs, agile practitioners
• Sales persons, HR representatives, Business Representatives

Are there any prerequisites for the training?

There are no fixed prerequisites for attendance.

Can the training be customized?

The training can also be custom tailored to the needs of specific organization and delivered to a closed group of team(s). Depending on the roles of the participants the focus of the course can be around specific disciplines.

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