Enjoying the preview?
This is the free first lesson. Get full access — request a demo or sign in.
Customer Service Team Management Series
Become an effective customer service managerPreview the first lesson free — get full access to all 23 lessons.
Intermediate Provider : William Smith 5 chapters · 23 Lessons · 49m in Arabic, German, English, Spanish, French, Portuguese, Chinese
Course Description
At some point in your career, you will be called to provide customer service. This course will help you to determine what good customer service is and how to become a capable customer service manager. It explores the foundations of customer service and how service metrics are used to track invaluable information such as customer satisfaction levels that you can use to establish a rapport with your customer, gauge their touchpoints, and refine service standards.
This course will also teach you how to become a customer service team leader by establishing team goals, developing your leadership strategy, delegating effectively within your team, and building a customer-focused mindset. These lessons prepare you to avoid common customer service issues by understanding the impact that poor customer service has on customer relationships and a company’s image. You'll also understand how to resolve complaints and conflicts, and evaluate and adjust your customer service goals and workflow.
What You'll Learn
- Understand the value of good customer service and the foundations of customer service
- Determine your customer's expectations and recognize touchpoints to develop service standards
- Track customer satisfaction using service metrics to refine service standards
- Lead a customer service team by setting team goals, communicating, and delegating effectively
- Promote a customer-focused mindset and provide constructive criticism fairly and effectively
- Resolve complaints and conflicts, and evaluate and adjust your customer service goals and workflow
Key Takeaways
- Service metrics are used to track invaluable information such as customer satisfaction levels, which can be used to establish rapport, gauge touchpoints, and refine service standards.
- Becoming a customer service team leader involves establishing team goals, developing a leadership strategy, delegating effectively, and building a customer-focused mindset.
- Poor customer service has an impact on customer relationships and a company's image, and understanding this helps avoid common customer service issues.
- Managing a customer service team includes resolving complaints and conflicts and helping the team balance speed and quality of service.
- Customer service goals and workflow should be evaluated and adjusted, with changes implemented to improve service quality.
Frequently Asked Questions
Who is this course for?
This course is for anyone who may be called to provide customer service and wants to become a capable customer service manager and team leader, covering both customer service foundations and leadership skills.
What topics does this course cover?
It covers customer service basics, determining customer expectations, recognizing touchpoints and developing service standards, communication skills, tracking customer satisfaction, management and leadership basics, setting team goals, delegating effectively, promoting a customer-focused mindset, resolving complaints and conflicts, and evaluating and adjusting customer service goals and workflow.
What skills will I gain from this course?
You will learn to determine what good customer service is, recognize touchpoints and develop service standards, learn the traits of a good leader, and determine your customer's expectations, along with skills related to service management and customer service team leadership.
How is the course structured?
The course is organized into lessons that progress from customer service basics through management and leadership, with multiple 'Test Your Knowledge' checkpoints and a concluding lesson.
