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LinkedIn Learning

Become a Customer Service Manager

via LinkedIn Learning Path

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Overview

Customer service managers lead their teams in problem solving, troubleshooting customer issues, and providing exceptional customer service. Get the skills you need to establish processes and policies that guide your employees to deliver superior performance.
  • Learn the essentials of managing a contact center and team.
  • Manage customer expectations and build loyalty.
  • Develop customer surveys and win back lost customers.

Syllabus

Courses under this program:
Course 1: Customer Service Leadership
-Develop your customer service management skills. Learn how to align your team's efforts with company goals, develop a service strategy, engage employees, and lead with intention.

Course 2: Managing a Customer Service Team
-Discover how to lead customer service teams to excellence and greatness.

Course 3: Managing a Customer Contact Center
-Leverage the new developments facing contact centers to set up your organization for success. Learn how to plan your resources effectively, leverage quality metrics, and more.

Course 4: Customer Experience Leadership
-Learn about customer experience from the leadership level. Explore ways to engage your employees, listen to your customers, build a culture of customer advocacy, and more.

Course 5: Creating a Positive Customer Experience
-Discover how to turn customers into enthusiastic fans. Learn how to add value and provide an exceptional customer experience through each phase of the customer journey.

Course 6: Creating a Culture of Service
-Discover how to develop a service-oriented team. Learn how to communicate your purpose, emphasize your customers, and create a strategic vision to reinforce a culture of service.

Course 7: Building Customer Loyalty
-Build customer loyalty. Learn how to identify and retain your most valuable customers and keep them loyal for life.

Course 8: Using Assessments to Hire Customer Service Reps
-Learn how to use personality assessments when hiring to find the best fits for your customer service positions.

Course 9: Measuring the Value of Customer Service
-Explore the value of customer service and discover how it can earn a return on investment (ROI).

Courses

Taught by

Brad Cleveland, Jeff Toister, Jeannie Walters, CCXP, Lisa Earle McLeod, Noah Fleming and David Brownlee

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