Managing a Customer Service Team

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  • Course details

    Secrets to managing customer service teams are revealed in this course by customer service expert Jeff Toister. Learn what separates great service from poor service, and how to set service team goals. Find out how to set up a team and customers for success, explore smart ways to measure service levels, and learn about the true cost of poor service. Plus, explore ways to optimize delivery to provide service that's faster, less costly, and better.

    Instructor

    • Click here to view Jeff Toister’s instructor page

      Jeff Toister

      Customer Service --> Writer | Consultant | Trainer

      • Jeff Toister is an author, consultant, and trainer who helps customer service teams unlock hidden potential.

        He is president of Toister Performance Solutions, Inc., a consulting firm that helps companies improve customer service. Jeff has appeared on numerous lists of top customer service experts including Global Gurus' World's Top 30 Customer Service Professionals, ICMI's Top 50 Thought Leaders to Follow on Twitter, and HDI's Top 25 Thought Leaders in Technical Support and Service Management.

        Jeff is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service, a practical guide that helps leaders develop customer-focused cultures in their organizations. The book draws upon profiles of successful companies, shares cutting-edge research, and provides practical tools.

        He is also a nationally recognized employee training expert, and was one of the first people to receive the Certified Professional in Learning and Performance certification from the Association for Talent Development. In 2015, Jeff was awarded the CPLP Contributor Award by ATD for his numerous contributions to the program. He is a past president of ATD's San Diego chapter, where he was a recipient of the WillaMae M. Heitman Award for distinguished service.

        Jeff lives in California and serves clients throughout the United States.

    Skills covered in this course

  • Elevating a customer service team

    - Managing a customer service team isn't easy. It's my hope that this course will make your job just a little easier, and help you take your team's customer service to the next level. In this course we'll explore five topics that are essential for customer service leaders to understand. First, I'll show you how to give your team clear direction by defining outstanding customer service. Next, we'll focus on ways to elevate service quality and identify opportunities for improvement. From there, we'll explore obstacles that can make it difficult for your employees to deliver outstanding service. We'll also cover ways that you can optimize service delivery to provide service that's faster, cheaper, and better. Finally, we'll look at the business case for improving customer service by calculating the cost of service failures. Hi, I'm Jeff Toister. Welcome to managing a customer service team. This course provides concepts,…

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Contents