Customer Service Strategy

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  • Course details

    Given fast-evolving customer expectations, every organization needs an effective customer service strategy to guide operations and decisions. Your service strategy is the bridge between the organization's vision and mission—and the decisions and actions that happen every day. Join Brad Cleveland in this course and learn how to develop and execute an effective customer service strategy for your organization and team. Learn the seven steps of the strategic planning process, involving vision, customer access, talent, processes, technology, investments, and innovation. Plus, discover how to put your strategy to work, measure its effectiveness over time, and make updates to keep your strategy current.

    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

    - Customer service is the cornerstone of your business. It's when you meet and get to know your customers, and it's how you interact with them and it's where you learn to improve. Customer service can make or break you, so you need to have an effective customer service strategy. I'm gonna show you a step-by-step approach to developing a customer service strategy that will stand the test of time, and give your organization the edge. I'll share a lot of examples of what others are doing. My name is Brad Cleveland. I've been focused on customer experience my entire career and I love it. When customers have great experiences, everybody wins. Join me on LinkedIn. I want to show you why serving customers effectively has never before been so important, and together we'll go through what it takes to get your customer service strategy right.

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Contents