Customer Escalations – Management, Prevention and Prediction
Customer Escalations – Management, Prevention and Prediction, available at $34.99, has an average rating of 4, with 34 lectures, based on 80 reviews, and has 6595 subscribers.
You will learn about What is an escalation How to manage escalations How to prevent escalations Why customers escalate How to assess the team or company on the maturity to manage customer escalation How AI is helping in preventing escalations What is anomaly detection and how it is helpful in preventing escalations? How Microsoft PowerBI (no-code Machine learning tool) can assist in identifying weak links? What are customer personas and how it is helpful in escalations management? Can escalation be a gift? This course is ideal for individuals who are Escalations Managers or Customer Support Managers or Operations Managers or Startup founders or Executives It is particularly useful for Escalations Managers or Customer Support Managers or Operations Managers or Startup founders or Executives.
Enroll now: Customer Escalations – Management, Prevention and Prediction
Summary
Title: Customer Escalations – Management, Prevention and Prediction
Price: $34.99
Average Rating: 4
Number of Lectures: 34
Number of Published Lectures: 32
Number of Curriculum Items: 40
Number of Published Curriculum Objects: 38
Original Price: $84.99
Quality Status: approved
Status: Live
What You Will Learn
- What is an escalation
- How to manage escalations
- How to prevent escalations
- Why customers escalate
- How to assess the team or company on the maturity to manage customer escalation
- How AI is helping in preventing escalations
- What is anomaly detection and how it is helpful in preventing escalations?
- How Microsoft PowerBI (no-code Machine learning tool) can assist in identifying weak links?
- What are customer personas and how it is helpful in escalations management?
- Can escalation be a gift?
Who Should Attend
- Escalations Managers
- Customer Support Managers
- Operations Managers
- Startup founders
- Executives
Target Audiences
- Escalations Managers
- Customer Support Managers
- Operations Managers
- Startup founders
- Executives
Recent Updates:
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August 2024: Every escalation involves a conflict. We have incorporated best practices from conflict resolution strategies to enhance escalation management.
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July 2024: Video Lecture on using PowerBI to identify anomalies has been added.
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February 2024: Video lecture on using PowerBI to segment customers has been added
When you have customers, you will have escalations. Escalations are a way of life in every organization. Escalations can’t be avoided. They can be reduced and prevented if structured customer escalations management process is followed.
Many organizations and startups view escalations as pain. However, escalations can be a gift as they highlight gaps and issues in processes. An organization must welcome customers and escalations, and not avoid them.
This program covers lots of interesting topics:
· Understanding escalations
· A framework to assess organization’s maturity in handling escalations and preventing escalations
· Why customers escalate
· Is escalation a gift
· How to manage escalations, when they happen
· How to prevent escalations – from process approach, measuring it right to empowerment and keeping customers informed
· Role of cultures in escalations
· Executive escalations
· Escalations in the age of social media
· Is escalations management important for startups
Some of the areas we cover
· Is the revenue from customers who complain higher than customers who don’t complain
· Is customer satisfaction dependent on employee satisfaction
· How to avoid burnout of escalations managers
· How to use the concept of corrective action and preventive action in preventing escalations
· Will poor IVR design create escalations
· How can anomaly detection and artificial intelligence be used to prevent escalations
Course Curriculum
Chapter 1: Introduction
Lecture 1: Introduction
Chapter 2: Understanding Escalations
Lecture 1: Understanding Escalations
Lecture 2: Complaint Vs Escalation
Chapter 3: Customer Personas
Lecture 1: Customer Personas
Chapter 4: Escalations Management
Lecture 1: Why Customers Escalate?
Lecture 2: Escalation Management | Leveraging the best practices of Conflict Management
Lecture 3: Escalation Resolution Mindset
Lecture 4: Escalation Resolution Techniques
Lecture 5: Pitfalls to avoid in Escalations Management
Lecture 6: Summary of Resolution Strategies
Lecture 7: Use the right words and sentences in written and oral communication
Lecture 8: Saying "No" in Escalations Management
Lecture 9: Escalation as a gift | Reframe your thought process
Lecture 10: Job Profile of Escalations Manager | Avoid Burnout
Chapter 5: Preventing Escalations
Lecture 1: Preventing Escalations: Process Approach
Lecture 2: Preventing Escalations: Measure it right & Process Variation
Lecture 3: Preventing Escalations: Welcome Customers
Lecture 4: Preventing Escalations: Keeping Customers Informed (KCI)
Lecture 5: Preventing Escalations: Empowerment
Lecture 6: Preventing Escalations: Audits
Lecture 7: Preventing Escalations: Profiling Escalators
Lecture 8: Preventing Escalations: Happy Employees & Happy Customers
Chapter 6: Power of AI: Anomaly Detection & Predicting Escalations
Lecture 1: Power of AI: Anomaly Detection & Predicting Escalations
Lecture 2: Complaint Anomaly Detection Using PowerBI
Lecture 3: Wordcloud for verbatim customer comments using PowerBI
Lecture 4: Customer Segmentation with PowerBI
Chapter 7: Managing Escalations in Diverse Contexts: Culture, Media, and Business Dynamics
Lecture 1: Role of cultures in escalations
Lecture 2: Executive Escalations and Social Media
Lecture 3: Customer Visits
Lecture 4: Escalations in a startup
Chapter 8: Organization's Maturity For Customer Escalations Management
Lecture 1: Organization's Maturity For Customer Escalations Management
Lecture 2: How to check the correlation between employee and customer satisfaction
Instructors
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SeaportAi .
Artificial Intelligence and Business Transformation Experts
Rating Distribution
- 1 stars: 1 votes
- 2 stars: 2 votes
- 3 stars: 17 votes
- 4 stars: 26 votes
- 5 stars: 34 votes
Frequently Asked Questions
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