Overview
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Develop your customer service management skills. Learn how to align your team's efforts with company goals, develop a service strategy, engage employees, and lead with intention.
Syllabus
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Introduction
- Welcome
- What you need to know before watching this course
- Why effective leadership is so important
- Aligning service with your organization's vision and mission
- Understanding customer expectations
- Establishing a key performance indicator
- Boosting the value of customer service
- Developing your service strategy
- Instilling supporting metrics
- Putting yourself in your customers' shoes
- Creating customer advocates
- Cultivating a customer-focused culture
- Understanding and improving the service process
- Prioritizing improvements
- Leveraging technology
- Principles of effective budgeting
- The importance of celebrating
- The highest level of leadership
- Next steps
