This course is intended for leaders of small customer service, support and success teams, like you, who are unsatisfied with the results 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:
STRATEGY & CULTURE
Lesson one: Why what you've tried before hasn't worked (myths and mistakes)
Lesson two: The real reason most knowledge base efforts fail (strategy)
Lesson three: Benefits beyond the customer experience
Lesson four: Preparing your team for change
WRITING & IMPROVING ARTICLES
Lesson five: Writing knowledge articles so they're findable
Lesson six: This KISS template
Lesson seven: Search before solve
Lesson eight: Ditching the overhead of mass updates
Lesson nine: Organising your knowledge base
Lesson ten: Self-service that brings all the people to the yard
METRICS & KPIs
Lesson eleven: Measuring team participation (individual metrics)
Lesson twelve: What does success look like? (functional metrics)
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.
You will have direct access to me, for a fraction of my normal consulting and coaching rates, while you work through the course.
A new 6-week program starts at the beginning of each week. Register now and you'll get a welcome email straight away.