Become a Customer Service Manager

Overview

Customer service managers lead their teams in problem solving, troubleshooting customer issues, and providing exceptional customer service. Get the skills you need to establish processes and policies that guide your employees to deliver superior performance.

Learn the essentials of managing a contact center and team.
Manage customer expectations and build loyalty.
Develop customer surveys and win back lost customers.

Syllabus

Course 1: Managing a Customer Contact Center

Leverage the new developments facing contact centers to set up your organization for success. Learn how to plan your resources effectively, leverage quality metrics, and more.

Course 2: Managing a Customer Service Team

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

Course 3: Quality Standards in Customer Service

Learn how to establish quality standards to improve the performance of your customer service team.

Course 4: Managing Customer Expectations for Managers

Learn to identify what a typical customer expects, where those expectations come from, and where your organization might be vulnerable.

Course 5: Building Customer Loyalty

Build customer loyalty. Learn how to identify and retain your most valuable customers and keep them loyal for life.

Course 6: Using Customer Surveys to Improve Service

Learn how to design and implement customer service surveys, and turn the data into actions that can improve service quality.

Course 7: Winning Back a Lost Customer

Lost customers are not lost causes. Learn why customers leave—and how to win them back.

Course 8: Leading a Customer-Centric Culture

Discover how to get your employees obsessed with customer service. Create a customer-centric culture that keeps the customer experience at top of mind.