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LinkedIn Learning

Customer Service Leadership

via LinkedIn Learning

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Overview

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Learn how to align customer service with the organization's goals, identify and meet customer expectations, cultivate an engaged team, and get the support and resources you need.

Syllabus

Introduction
  • Becoming an effective customer service leader
  • What you need to know before watching this course
1. Establishing a Customer Service Foundation
  • Why effective service leadership is so important
  • Aligning service with your organization's vision and mission
  • Stories from the field: Aligning service and mission
  • Understanding customer expectations
  • Establishing a key performance indicator
  • Boosting the value of customer service
2. Engaging with Customers
  • Developing your service strategy
  • Stories from the field: Customer access strategy
  • Instilling service supporting metrics
  • Putting yourself in your customer's shoes
  • Creating customer advocates
3. Building a Strong Service Approach
  • Cultivating a customer-focused culture
  • Understanding and improving the service process
  • Stories from the field: Improving the service process
  • Prioritizing improvements in your service approach
  • Leveraging technology
  • Principles of effective budgeting
4. Reaching Your Organizational Potential
  • The importance of celebrating wins
  • The highest level of leadership
  • Next steps in your leadership journey

Taught by

Brad Cleveland

Reviews

4.7 rating at LinkedIn Learning based on 1388 ratings

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