Managing a Customer Service Team

Introduction

• Elevating a customer service team

1. Defining Outstanding Service

• Developing service standards
• Selecting customer service goals
• Aligning a team around outstanding service

2. Evaluating Service Quality

• Understanding how “icebergs” can sink service
• Exploring the voice of customer feedback
• Improving service quality

3. Identifying Obstacles to Outstanding Service

• Exploring how incentives can hurt service
• Fixing broken service systems
• Empowering employees
• Helping employees prioritize great service

4. Optimizing Service Delivery

• Putting customer value first
• Balancing speed and quality
• Developing service channels
• Scheduling customer service employees

5. Calculating the Cost of Poor Service

• Connecting service to the bottom line
• Exploring the escalating costs of service failure

6. Elevating Team Service

• Exploring the manager's paradox
• Getting a team obsessed with service