Customer Service: Motivating Your Team

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  • Course details

    Knowing how to motivate a customer service team is more important than ever, given the pace of change, competitive demands, and increasing diversity of most organizations. This course shows you how to bring out the best in every member of your team, using proven motivation and employee engagement techniques. Customer strategy expert Brad Cleveland explains how to create a strong foundation built on a shared vision and values and empower each team member to deliver excellent service. He discusses how coaching can help you develop stronger relationships and how to leverage incentives that really work. Since positive results depend so much on effective leadership, Brad also identifies the skills you need to build an organization that thrives. Each section is filled with real-world examples and tips to get your team from good to great.

    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

  • Motivate your team

    - Knowing how to motivate your team is perhaps the ultimate mark of a great leader. It can set you apart and propel your team to achieve amazing results. The good news here is that there's no innate charisma or certain leadership style that you have to have, you can learn how to create a motivating environment. As you seek to understand your employees, and establish a compelling mission, and draw out the best in your team, everybody wins. It's fun to be part of something that brings out the best in everyone, and we'll talk about this and a whole lot more using some real-world examples. My name is Brad Cleveland, through different seasons of my career, I've worked at every level of an organization. I've been the entry-level guy, a team leader, and the President and CEO. I've made mistakes, and I've seen over and over what works. Today I'm an advisor to organizations around the world, all types, big and small. Some are successful, and well-loved brands, and others struggle. And I've…

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Contents