- Duration: 1h 12m 11s
- Skill Level: Advanced
- Released: September 11, 2017
- Viewers: 34,806
Learn the most in-demand business, tech and creative skills from industry experts.
Course detailsCustomer 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.
- 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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