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.
Author, Speaker, Consultant / Senior Advisor, ICMIBrad 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
- Hi, I'm Brad Cleveland. Welcome to Customer Service Leadership. There has never before been a time where customer service has been more important. And while many principles of leadership are universal, there are dynamics that are unique to customer service that we've got to understand to be effective as leaders. And that's the direction we'll go with this course. The course is divided into four chapters. In the first we'll cover key steps required to build a strong foundation for effective customer service. In the second we'll look at important aspects of engaging with customers, including developing a service strategy, creating customer advocates, and others. In the third chapter we'll turn to what it takes to build a strong approach, including cultivating an engaged team, how and where to make improvements, and other topics. In the last chapter we'll explore the importance of celebrating and look at the highest level of leadership, the greatest impact you can have. Leadership's a…
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