Customer Service Leadership

Learn how to align customer service with the organization's goals, identify and meet customer expectations, cultivate an engaged team, and get the support and resources you need.

Introduction

• Becoming an effective customer service leader
• What you need to know before watching this course

1. Establishing a Customer Service Foundation

• Why effective service leadership is so important
• Aligning service with your organization's vision and mission
• Stories from the field: Aligning service and mission
• Understanding customer expectations
• Establishing a key performance indicator
• Boosting the value of customer service

2. Engaging with Customers

• Developing your service strategy
• Stories from the field: Customer access strategy
• Instilling service supporting metrics
• Putting yourself in your customer's shoes
• Creating customer advocates

3. Building a Strong Service Approach

• Cultivating a customer-focused culture
• Understanding and improving the service process
• Stories from the field: Improving the service process
• Prioritizing improvements in your service approach
• Leveraging technology
• Principles of effective budgeting

4. Reaching Your Organizational Potential

• The importance of celebrating wins
• The highest level of leadership
• Next steps in your leadership journey