- Duration: 52m 13s
- Skill Level: Intermediate
- Released: June 14, 2019
- Viewers: 4,990
Learn the most in-demand business, tech and creative skills from industry experts.
Course detailsCustomer 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.
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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