From the course: Customer Service: Knowledge Management
Unlock the full course today
Join today to access over 22,400 courses taught by industry experts or purchase this course individually.
A KM self-assessment
From the course: Customer Service: Knowledge Management
A KM self-assessment
- What aspects of your knowledge management program would you most like to improve? That's a big open-ended question. And I can't give you the answer that's right for you. What I can do is to help you ask yourself some questions that will guide you in making that call. I provided two documents for you in the exercise files for this course. The first is the self-assessment questionnaire, which will help you explore where you are right now. If you use a knowledge base today to do your job for example, to answer customer questions. Or wish you had one to use. Feel free to go through the questions yourself. If you primarily create knowledge but don't use it much yourself, I'd encourage you to buddy up with one or more of your knowledge users. You have excellent insight into how your processes work and they'll have insight in to how the end product works for them. If you manage your supervised knowledge users, I encourage…
Practice while you learn with exercise files
Download the files the instructor uses to teach the course. Follow along and learn by watching, listening and practicing.