Service Metrics for Customer Service

Offered By: LinkedIn Learning

Tags

Customer Service Courses Quality Assurance Courses Performance Measurement Courses Employee Engagement Courses Customer Satisfaction Courses Customer Loyalty Courses

Course Description

Overview

Learn how to establish the right metrics to effectively measure customer service efforts.

Syllabus

Introduction

High-level performance in customer service

1. The Importance of Service Metrics

The case for effective service metrics
Understanding customer expectations
Pitfalls to avoid

2. Metrics for the Service Operation

Essential metrics for the service operation
Workload forecast and resource management
Accessibility and quality
Employee engagement
Customer satisfaction and loyalty
Strategic value

3. Metrics for Individuals

Two key areas of focus for individuals
Assessing service interactions
Calibration and coaching

4. Communicating and Using Metrics

Ensuring metrics are SMART
Root cause analysis: Non-statistical
Root cause analysis: Statistical
Clarifying responsibilities

Conclusion

Continuous improvement

Taught by

Brad Cleveland

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