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LinkedIn Learning

Leading a Customer Service Team

via LinkedIn Learning

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Overview

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Learn the skills and methods of top customer service leaders, and find out how you can develop a customer service dream team.

Syllabus

Introduction
  • Customer service leadership done right
1. People
  • One-on-one meetings
  • Skip-level meetings
  • Management by walking around
  • Monthly business reviews
2. Process
  • Listening to calls
  • The voice of the customer
  • Continuous improvement programs
  • Process management in the contact center
3. Performance
  • Leadership: What gets measured gets done
  • KPIs are not set it and forget it
  • Advocating for the contact center
Conclusion
  • Next steps

Taught by

Darren Lyons and Madecraft

Reviews

4.7 rating at LinkedIn Learning based on 575 ratings

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