Lynda - Managing a Customer Service Team with Jeff Toister
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- Uploaded:
- 2015-03-09 11:12:18 GMT
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2boweb
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Lynda - Managing a Customer Service Team with Jeff Toister Subject: Business 1h 32m Appropriate for all Mar 02, 2015 | Uploaded in Mar 9, 2015 By 2boweb In this course, author and customer service expert Jeff Toister shows you the secrets of managing great customer service teams. Discover how to define outstanding service through service standards and team goals; bring in data and metrics to evaluate your service quality; identify obstacles that can cause service failures; optimize your channels for faster, cheaper, and better service; and develop a convincing business case that calculates the true cost of bad service. Plus, Jeff shares ways to get your team obsessed with delivering outstanding customer service. Topics include: • Clearly defining outstanding service for employees • Evaluating service quality • Identifying obstacles to outstanding service • Aligning resources to optimize service delivery • Calculating the cost of poor service ///////////////////////////////////////////////////////////////////////////////////
| 007 Understanding how 'icebergs' can sink your service.mp4 | 27.19 MiB |
| 024 Exploring the escalating costs of service failure.mp4 | 25.12 MiB |
| 005 Setting customer service goals.mp4 | 23.89 MiB |
| 012 Understanding why serving customers is hard.mp4 | 23.69 MiB |
| 013 Exploring how incentives can hurt service.mp4 | 23.58 MiB |
| 026 Exploring the manager`s paradox.mp4 | 23.2 MiB |
| 010 Responding to online complaints.mp4 | 22.15 MiB |
| 023 Getting first-contact resolution.mp4 | 22.14 MiB |
| 011 Improving service quality.mp4 | 21.95 MiB |
| 020 Managing multiple service channels.mp4 | 21.9 MiB |
| 014 Fixing broken service systems.mp4 | 21.79 MiB |
| 008 Learning why customers don`t complain.mp4 | 21.38 MiB |
| 003 Creating a customer service vision.mp4 | 20.58 MiB |
| 009 Exploring the voice of customer feedback.mp4 | 20.08 MiB |
| 021 Scheduling customer service employees.mp4 | 19.05 MiB |
| 017 Putting customer value first.mp4 | 19.02 MiB |
| 015 Empowering employees.mp4 | 18.83 MiB |
| 018 Balancing speed and quality.mp4 | 17.99 MiB |
| 022 Connecting service to the bottom line.mp4 | 17.65 MiB |
| 025 Making a business case to invest in service.mp4 | 17.58 MiB |
| 004 Developing service standards.mp4 | 17.24 MiB |
| 019 Developing your service channels.mp4 | 16.01 MiB |
| 016 Helping employees prioritize great service.mp4 | 14.33 MiB |
| 006 Aligning the team around outstanding service.mp4 | 14 MiB |
| 027 Getting your team obsessed with service.mp4 | 12.53 MiB |
| 002 What to know before watching this course.mp4 | 11.15 MiB |
| 001 Welcome.mp4 | 7.45 MiB |
| Exercise Files/04_03_ Service Channels Worksheet.pdf | 60.51 KiB |
| Exercise Files/00_02_ Learning Plan Worksheet.pdf | 53.06 KiB |
| Exercise Files/01_03_ SMART Goals Worksheet.pdf | 32.42 KiB |
| Exercise Files/06_02_ Customer Service Resource List.pdf | 31.68 KiB |
| Exercise Files/01_04_ Alignment Check Worksheet.pdf | 31.04 KiB |
| Exercise Files/02_02_ Complaint Obstacles Worksheet.pdf | 30.04 KiB |
| Exercise Files/02_05_ Service Quality Improvement Worksheet.pdf | 29.78 KiB |
| Exercise Files/05_03_ Service Failure Cost Worksheet.pdf | 29.27 KiB |
| Exercise Files/01_01_ Customer Service Vision Worksheet.pdf | 29.22 KiB |
| Exercise Files/05_01 Business Linkage Worksheet.pdf | 28.36 KiB |
| Exercise Files/03_03_ Service Systems Worksheet.pdf | 27.61 KiB |
| Exercise Files/04_02_ Numbers Game.pdf | 16.98 KiB |
