Customer service strategy can mean many different things. Quality standards ensure your team provides a consistent level of service—and customers receive a consistent level of care. This pays off in improved loyalty, increased revenue, and better employee engagement. Whether you’re leading a dedicated customer service team, a small business, or a large contact center, this course provides the practical know-how and real-life examples you need to establish quality standards and get the most out of your customer service initiatives. Brad Cleveland divides the lessons into three sections, covering quality and customer service definitions, quality standards for individuals, and quality standards for the overall organization. Along the way, he shows how to implement a process, measure progress, and effectively coach employees, so that your entire team performs at its very best.
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
Quality matters in customer service“
n - Welcome. I'm so glad you're already thinking about how to improve the quality of customer service. how to improve the quality of customer service. When you focus on quality, you begin to see the positive impact on customer loyalty, revenue and employee engagement, to name a few. But how do you define major and improved quality in environments characterized by constant change and so many variables? and so many variables? In this course, you'll learn how to establish the right quality standards and I'll share lots of examples of examples of how to use them of how to use them to help your entire team perform better. to help your entire team perform better. My name is Brad Cleveland. Through different seasons I've worked at every level of an organization from an entry-level guy to the team leader and manager, and manager to president and CEO. to President and CEO. I've made mistakes and I've seen what works. And today I'm an advisor to organizations big and small, Today, I'm an…
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