Customer service leadership is an exciting responsibility and it’s never been more important. Fast-evolving customer expectations, emerging service channels, and the multifaceted nature of delivering service are just a few of the challenge’s customer service teams face. Learn to lead with intention, and set a direction that is right for your customers, employees, and organization.
This practical course covers how to align customer service with company goals, identify and meet customer expectations, cultivate an engaged team, and get the support and resources you need. Whether your approach involves in-person services, contact centers, social media, self-service, or any combination, this course is designed to get you up to speed fast on the factors essential for success.
Upon completion of this course, you should be able to:
- Understand Why leadership is important
- Understanding customer expectations
- Establishing KPIs
- Developing a service strategy
- Improving the service process
- Leveraging technology
- Budgeting secrets
- Traits of effective leaders
- And many more.
Course Curriculum
SECTION 1: CUSTOMER LOYALTY
1
Concept of Customer Loyalty
2
Customer Satisfaction
3
Customer Loyalty
4
Factors Influencing Customer Satisfaction and Loyalty
5
Measuring Customer Satisfaction
6
Importance of Customer Satisfaction
7
Managing Customer Relationship
8
The Value of the Customers
9
Create Service Brand Relationship
10
Customer Relationship Marketing
11
Quiz
SECTION 2: CUSTOMER RELATIONSHIP MANAGEMENT
1
Evaluation of Customer Relationship Management
2
Schools of Thought on CRM
3
Defining CRM
4
Benefits of CRM
5
Quiz
SECTION 3: LEADERSHIP IN CUSTOMER RELATIONSHIP MANAGEMENT
1
What is Leadership
2
Customer Service
3
Importance of Leadership
4
Understanding Customer Expectations
5
Key Performance Indicator (KPI)
6
Strategies to Improve Customer Service
7
Wrapping Up
8
Quiz
SECTION 1: CUSTOMER LOYALTY
1
Concept of Customer Loyalty
2
Customer Satisfaction
3
Customer Loyalty
4
Factors Influencing Customer Satisfaction and Loyalty
5
Measuring Customer Satisfaction
6
Importance of Customer Satisfaction
7
Managing Customer Relationship
8
The Value of the Customers
9
Create Service Brand Relationship
10
Customer Relationship Marketing
11
Quiz
SECTION 2: CUSTOMER RELATIONSHIP MANAGEMENT
1
Evaluation of Customer Relationship Management
2
Schools of Thought on CRM
3
Defining CRM
4
Benefits of CRM
5
Quiz
SECTION 3: LEADERSHIP IN CUSTOMER RELATIONSHIP MANAGEMENT
1
What is Leadership
2
Customer Service
3
Importance of Leadership
4
Understanding Customer Expectations
5
Key Performance Indicator (KPI)
6
Strategies to Improve Customer Service
7
Wrapping Up
8
Quiz
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