This course is intended for leaders of small customer service, support and success teams who are unsatisfied with the results they’ve had from their customer help centres. There’ll be 12 lessons delivered via email over 6 weeks. Some will have handouts for your team to complete, some will have interactive worksheets for you to communicate with me, and some will have tasks for you to do or delegate.
The lesson plan looks something like this:
- Lesson one: Why what you've tried before hasn't worked
- Lesson two: The real reason most knowledge base efforts fail
- Lesson three: Benefits beyond the customer experience
- Lesson four: Preparing your team for change
- Lesson five: Organising your knowledge base
- Lesson six: Making your knowledge articles findable
- Lesson seven: Why a consistent structure helps you
- Lesson eight: Things you can do to improve search
- Lesson nine: Ditching the overhead of mass updates
- Lesson ten: Measuring team participation
- Lesson eleven: Making self-service work
- Lesson twelve: What does success look like?
I am a Knowledge Centered Service trainer, certified by the Consortium for Service Innovation. While the guidance in the open-source methodology can apply to a whole spectrum of circumstances, my experience advising startups, scale-ups, and other small businesses, has led me to the most essential parts, relevant to small teams.
Beginning after Easter break, you will have direct access to me, for a fraction of my normal consulting and coaching rates, while you work through the course. Join other customer success and support leaders in a private facebook group and work through the content together.