Overview
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Discover how to lead customer service teams to excellence and greatness.
Syllabus
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Introduction
- Elevating a customer service team
- Developing service standards
- Selecting customer service goals
- Aligning a team around outstanding service
- Understanding how “icebergs” can sink service
- Exploring the voice of customer feedback
- Improving service quality
- Exploring how incentives can hurt service
- Fixing broken service systems
- Empowering employees
- Helping employees prioritize great service
- Putting customer value first
- Balancing speed and quality
- Developing service channels
- Scheduling customer service employees
- Connecting service to the bottom line
- Exploring the escalating costs of service failure
- Exploring the manager's paradox
- Getting a team obsessed with service
