YoVDO

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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