Introduction
The value and ROI of customer service
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What you need to know
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1. Principles of Value
The impact of customer service
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The use and limits of an overall KPI
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Three overarching levels of value in customer service
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In your customers' shoes
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2. The Benefits of Effective Customer Service
Customer lifetime value (CLV)
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Brand promotion
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Referred customer value
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Product and service innovation
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Operational improvements
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Employee engagement
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3. The Costs of Poor Service
Customer defection
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Brand damage
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Recurring problems
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Compliance, safety and legal
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Employee dissatisfaction
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4. Building Your Case
Principles of effective budgeting
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Justifying the customer service budget
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Evaluating improvement initiatives
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Using return on investment (ROI)
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Overcoming ROI objections
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Ex_Files_Value_ROI_Customer_Service.zip
(83 KB)