[ FreeCourseWeb ] Lynda - Managing a Customer Service Team

[ FreeCourseWeb.com ] Managing a Customer Service Team

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MP4 | Video: AVC, 1280x720 30 fps | Audio: AAC, 48 KHz, 2 Ch | Duration: 1h
Skill Level: Intermediate | Genre: eLearning | Language: English + Subtitles | Size: 394 MB

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.

Topics include:

Defining outstanding service
Setting customer service goals
Aligning a customer service team
Exploring the voice of customer feedback
Improving service quality
Identifying obstacles to outstanding service
Helping employees prioritize great service
Balancing speed and quality
Calculating the cost of poor service
The manager's paradox

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