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URL: https://www.coursera.org/projects/create-a-services-customer-satisfaction-process

⇱ Create a services customer satisfaction process

Create a services customer satisfaction process

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Create a services customer satisfaction process

2,682 already enrolled

Included with

Learn, practice, and apply job-ready skills with expert guidance
4.5

(42 reviews)

Beginner level
No prior experience required
1 hour
Learn at your own pace
Learn, practice, and apply job-ready skills with expert guidance
4.5

(42 reviews)

Beginner level
No prior experience required
1 hour
Learn at your own pace

What you'll learn

  • Map customer entry points and service opportunities

  • Align marketing and support efforts to customer satisfaction

  • Evaluate customer satisfaction

Details to know

Shareable certificate

Add to your LinkedIn profile

Taught in English
No downloads or installation required

Only available on desktop

Hands-on learning

Learn, practice, and apply job-ready skills in less than 2 hours

  • Receive training from industry experts
  • Gain hands-on experience solving real-world job tasks
  • Build confidence using the latest tools and technologies

About this Guided Project

In this 1-hour long project-based course, you will learn how to map your customer interactions, align marketing and service opportunities, design a process for achieving and measuring customer satisfaction.

Note: This course works best for learners who are based in the North America region. We’re currently working on providing the same experience in other regions.

Learn step-by-step

In a video that plays in a split-screen with your work area, your instructor will walk you through these steps:

  1. •

    Introduction and getting started

  2. •

    Establish value

  3. •

    Analyze customer entry points

  4. •

    Connect marketing channels with entry points

  5. •

    Analyze pre-sales and post-sales opportunities

  6. •

    Create a multi-channel support structure

  7. •

    Build a taxonomy and knowledge base

  8. •

    Set up Net Promoter Score

  9. •

    Finalize the process

7 project images

Instructor

48 Courses•425,284 learners

How you'll learn

  • Skill-based, hands-on learning

    Practice new skills by completing job-related tasks.

  • Expert guidance

    Follow along with pre-recorded videos from experts using a unique side-by-side interface.

  • No downloads or installation required

    Access the tools and resources you need in a pre-configured cloud workspace.

  • Available only on desktop

    This Guided Project is designed for laptops or desktop computers with a reliable Internet connection, not mobile devices.

Why people choose Coursera for their career

👁 Image

Felipe M.

Learner since 2018
"To be able to take courses at my own pace and rhythm has been an amazing experience. I can learn whenever it fits my schedule and mood."
👁 Image

Jennifer J.

Learner since 2020
"I directly applied the concepts and skills I learned from my courses to an exciting new project at work."
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Larry W.

Learner since 2021
"When I need courses on topics that my university doesn't offer, Coursera is one of the best places to go."
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Chaitanya A.

"Learning isn't just about being better at your job: it's so much more than that. Coursera allows me to learn without limits."

Frequently asked questions

By purchasing a Guided Project, you'll get everything you need to complete the Guided Project including access to a cloud desktop workspace through your web browser that contains the files and software you need to get started, plus step-by-step video instruction from a subject matter expert.

Because your workspace contains a cloud desktop that is sized for a laptop or desktop computer, Guided Projects are not available on your mobile device.

Guided Project instructors are subject matter experts who have experience in the skill, tool or domain of their project and are passionate about sharing their knowledge to impact millions of learners around the world.

You can download and keep any of your created files from the Guided Project. To do so, you can use the “File Browser” feature while you are accessing your cloud desktop.

Financial aid is not available for Guided Projects.

Auditing is not available for Guided Projects.

At the top of the page, you can press on the experience level for this Guided Project to view any knowledge prerequisites. For every level of Guided Project, your instructor will walk you through step-by-step.

Yes, everything you need to complete your Guided Project will be available in a cloud desktop that is available in your browser.

You'll learn by doing through completing tasks in a split-screen environment directly in your browser. On the left side of the screen, you'll complete the task in your workspace. On the right side of the screen, you'll watch an instructor walk you through the project, step-by-step.