YoVDO

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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