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Customer Service Leadership

Boosting the value of customer service

From the course: Customer Service Leadership

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  • Course details

    Customer service leadership is an exciting responsibility—and it's never been more important. Fast-evolving customer expectations, emerging service channels, and the multifaceted nature of delivering service are just a few of the challenges customer service teams face. Learn to lead with intention, and set a direction that is right for your customers, employees, and organization. This practical course covers how to align customer service with company goals, identify and meet customer expectations, cultivate an engaged team, and get the support and resources you need. Whether your approach involves in-person services, contact centers, social media, self-service, or any combination, this course is designed to get you up to speed fast on the factors essential for success.

    Instructor

    • Click here to view Brad Cleveland’s instructor page

      Brad Cleveland

      Author, Speaker, Consultant / Senior Advisor, ICMI

      • Brad Cleveland is a globally-known customer strategy, management, and omnichannel services expert.

        A sought-after consultant and speaker, Brad has worked in 45 states and over 60 countries, and his clients have included many of today's service leaders—Apple, American Express, USAA, Google, and others. He has also advised governments in the United States, Australia, Germany, Canada, and the United Kingdom.

        Brad has authored eight books and is the recipient of an Amazon.com best-selling award. His books and articles have been translated into over a dozen languages, and he has appeared in media ranging from the Wall Street Journal and the New York Times to NPR's All Things Considered and others. He has received numerous industry awards in the customer service field, and was nominated for the prestigious Computerworld Smithsonian 21st Century Pioneering Award. In May 2012, Brad was recipient of ICMI's Inaugural Lifetime Achievement Award.

        One of the initial partners in and former president and CEO of the International Customer Management Institute (ICMI), Brad grew the firm into a global industry leader that is now part of United Business Media (London: UBM.L). Today, he is a busy consultant, writer, and speaker.

        Brad lives in Sun Valley, Idaho, with his wife, Kirsten, and their daughter, Grace. He is a private pilot, enjoys skiing and mountain biking, and has logged an estimated five million miles in travel.

    Skills covered in this course

  • Welcome

    - Ensuring that your organization is getting maximum benefit from the effort and investments you're putting into customer service is an important leadership opportunity. Let's explore ways you can boost the value of customer service. There are three levels on which effective service creates value. The first is efficiency. Accurate workload forecasts and schedules, good quality that prevents rework, effective self-service systems, these are all aspects of ensuring that customer service is efficient. A second level of value is contribution to customer loyalty. If you measure customer satisfaction before and after a customer service interaction, effective service should translate into higher scores. In a study often sited in business schools, Marriott found that 89% of customers who had no problems were likely to return. 94% of customers who had problems, but were then resolved, were likely to return. A third level of value is cross-functional, or what some call strategic. Here a…

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Contents