Customer Experience Strategy for Operations and Product Teams
Structured online learning on customer service topics, available from anywhere in the St.-Charles area and beyond.
One-time payment, includes workshop materials and data analysis templates
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Support data as a signal
Customer service teams collect information that most organizations do not use well. Every ticket, chat, and call contains a signal about what is confusing, what is breaking, and what customers expected that they did not get. This course focuses on reading that signal clearly.
Connecting support metrics to product and operations
Volume spikes, repeat contacts, and resolution time changes all point to something happening upstream. You will work through case examples where support data revealed a product issue, a policy gap, or an onboarding failure — and see how those findings were communicated to teams responsible for fixing them.
Designing feedback loops
Most organizations have customer satisfaction surveys. Few have a reliable process for turning that data into changes. The course covers how to structure feedback loops between support, product, and operations — who gets what information, in what format, and at what frequency — without requiring a dedicated analytics team.
Service design thinking
Reducing contact volume is usually more valuable than handling more contacts efficiently. You will examine how proactive communication, clearer documentation, and process changes in other departments can reduce the need for customers to reach out at all. This is a different framing from traditional service improvement, and it requires cross-functional cooperation that does not happen automatically.
Program Outline
- Reading support data — ticket categories, repeat contacts, escalation rates
- Translating data into findings — formats that product and ops teams use
- Feedback loop design — structure, frequency, and ownership
- Proactive service design — reducing contact volume at the source
- Cross-functional communication — working with teams that have different priorities
- Service metrics that matter — selecting indicators tied to outcomes