Managing a Customer Service Team

Offered By: LinkedIn Learning

Tags

Customer Service Management Courses Leadership Courses Performance Evaluation Courses Employee Empowerment Courses

Course Description

Overview

Discover how to lead customer service teams to excellence and greatness.

Syllabus

Introduction

Elevating a customer service team

1. Defining Outstanding Service

Developing service standards
Selecting customer service goals
Aligning a team around outstanding service

2. Evaluating Service Quality

Understanding how “icebergs” can sink service
Exploring the voice of customer feedback
Improving service quality

3. Identifying Obstacles to Outstanding Service

Exploring how incentives can hurt service
Fixing broken service systems
Empowering employees
Helping employees prioritize great service

4. Optimizing Service Delivery

Putting customer value first
Balancing speed and quality
Developing service channels
Scheduling customer service employees

5. Calculating the Cost of Poor Service

Connecting service to the bottom line
Exploring the escalating costs of service failure

6. Elevating Team Service

Exploring the manager's paradox
Getting a team obsessed with service

Taught by

Jeff Toister

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