Learn how to align customer service with the organization's goals, identify and meet customer expectations, cultivate an engaged team, and get the support and resources you need.
Overview
Syllabus
Introduction
- Becoming an effective customer service leader
- What you need to know before watching this course
- Why effective service leadership is so important
- Aligning service with your organization's vision and mission
- Stories from the field: Aligning service and mission
- Understanding customer expectations
- Establishing a key performance indicator
- Boosting the value of customer service
- Developing your service strategy
- Stories from the field: Customer access strategy
- Instilling service supporting metrics
- Putting yourself in your customer's shoes
- Creating customer advocates
- Cultivating a customer-focused culture
- Understanding and improving the service process
- Stories from the field: Improving the service process
- Prioritizing improvements in your service approach
- Leveraging technology
- Principles of effective budgeting
- The importance of celebrating wins
- The highest level of leadership
- Next steps in your leadership journey
Taught by
Brad Cleveland
