AsksendLMS
Customer ServiceBeginner Certified

Customer Excellence & Service Quality

Deliver world-class customer experiences. Voice of the Customer, service recovery, and measuring CSAT, NPS, and CES.

4.5 (1,120) 19.8k learners 10h 16 lessons

Course Overview

Deliver world-class customer experiences. Voice of the Customer, service recovery, and measuring CSAT, NPS, and CES. This program combines expert instruction, hands-on exercises, and the Asksend analytics dashboard to ensure every learner can apply the methodology in real projects.

What You'll Achieve

  • Capture and act on Voice of the Customer
  • Design service recovery playbooks
  • Measure CSAT, NPS, and CES effectively
  • Build a customer-centric culture

Course Curriculum

16 lessons · 10h
  • Welcome & Course Roadmap
    Preview8 min
  • What is Six Sigma?
    Preview14 min
  • The DMAIC Framework Explained
    22 min
  • Writing a Problem Statement
    18 min
  • Project Charter Workshop
    26 min

Requirements

  • Basic understanding of business processes
  • Access to a spreadsheet tool for exercises
  • Commitment to complete hands-on project work
  • No prior Six Sigma experience required for foundational courses

Your Instructor

SA

Sofia Almeida

Customer Experience Strategist

Sofia designs award-winning customer experiences and teaches organizations to compete on service quality.

4.633k+ learners7 courses

Student Reviews

A

Amelia Chen

2 weeks ago

Incredibly well-structured. The DMAIC flow made everything click. I led my first project within a month.

R

Raj Patel

1 month ago

The analytics dashboard and NOVA assistant kept me on track. Best LMS experience I've used.

L

Lena Hoffmann

1 month ago

Deep, practical content. Some modules are intense but worth it. The certificate feels earned.