Leading a Customer Service Team

Offered By: LinkedIn Learning

Tags

Customer Service Management Courses Continuous Improvement Courses Employee Engagement Courses Team Management Courses Process Improvement Courses Performance Management Courses Key Performance Indicators Courses

Course Description

Overview

Learn the skills and methods of top customer service leaders, and find out how you can develop a customer service dream team.

Syllabus

Introduction

Customer service leadership done right

1. People

One-on-one meetings
Skip-level meetings
Management by walking around
Monthly business reviews

2. Process

Listening to calls
The voice of the customer
Continuous improvement programs
Process management in the contact center

3. Performance

Leadership: What gets measured gets done
KPIs are not set it and forget it
Advocating for the contact center

Conclusion

Next steps

Taught by

Darren Lyons and Madecraft

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