This course emphasizes techniques for identifying knowledge services users/customers and offers specific, measurable tools and milestones that knowledge services managers can adapt and implement for establishing and/or increasing the recognized user base.  Topics covered include:

• customer relationship management (CRM) and its application in the knowledge management/knowledge service workplace
• the value of assessing the user perspective in service delivery
• the value of establishing quality standards for service delivery
• matching customer expectations to resource allocation authority

Course Learning Objectives

At the end of this course, participants will identify and summarize definitions, descriptions, and applications of customer service in the knowledge organization. Participants will recognize perceptions of customer service vis-à-vis types of services offered and recognize commitments to customer service among senior management. Participants will also identify evaluation techniques and rating service delivery. Participants will manage  expectation when a particular service or services are curtailed or eliminated.

Specific Learning Outcomes:

1. Identify organizational expectations with respect to customer service

2. Match service delivery to customer needs

3. Devise and implement customer service surveys and other evaluation tools

4. Communicate service goals and recommend strategies when enhanced services are required

At the conclusion of the course, participants will design an action plan for implementing a specific service enhancement for the parent organization. Using learning outcomes from the course and based on their understanding of the current or potential state of customer service in the parent organization, the exercise will enable participants to return to the knowledge management/knowledge services workplace with a framework for rating service delivery in their area of responsibility.

Performance Measure

Course assessment, exercises and discussions will measure and evaluate the degree of understanding that participants achieve over the learning process.

Prerequisites

While the primary goal in developing these programs is to allow SLA members to earn one or more certificates, each of these courses has inherent value and any course may be taken à la carte. KMSKS01 is recommended but not required.

People are Saying

"Guy is wonderful -- passionate about this stuff, makes himself very available, and a joy to work with."

"It's great to have Dale there to as a "bonus instructor"!" 


 

Please read: KM Certificates Program Honor Code & Use Policy

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