Managing a Customer Service Team

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.

Learning objectives
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

Concepts

0. Introduction

01 - Elevating a customer service team

1. Defining Outstanding Service

02 - Developing service standards
03 - Selecting customer service goals
04 - Aligning a team around outstanding service

2. Evaluating Service Quality

05 - Understanding how icebergs can sink service
06 - Exploring the voice of customer feedback
07 - Improving service quality

3. Identifying Obstacles to Outstanding Service

08 - Exploring how incentives can hurt service
09 - Fixing broken service systems
10 - Empowering employees
11 - Helping employees prioritize great service

4. Optimizing Service Delivery

12 - Putting customer value first
13 - Balancing speed and quality
14 - Developing service channels
15 - Scheduling customer service employees

5. Calculating the Cost of Poor Service

16 - Connecting service to the bottom line
17 - Exploring the escalating costs of service failure

6. Elevating Team Service

18 - Exploring the manager's paradox
19 - Getting a team obsessed with service