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LinkedIn Learning

Service Metrics for Customer Service

via LinkedIn Learning

Overview

Syllabus

Introduction
  • Welcome
  • What you need to know before watching this course
1. The Importance of Service Metrics
  • The case for effective service metrics
  • Understanding customer expectations
  • Pitfalls to avoid
2. Metrics for the Service Operation
  • Essential metrics for the service operation
  • Workload forecast and resource management
  • Accessibility and quality
  • Employee engagement
  • Customer satisfaction and loyalty
  • Strategic value
3. Metrics for Individuals
  • Two key areas of focus for individuals
  • Assessing service interactions
  • Calibration and coaching
4. Communicating and Using Metrics
  • Ensuring metrics are SMART
  • Root cause analysis: Non-statistical
  • Root cause analysis: Statistical
  • Clarifying responsibilities
Conclusion
  • Continuous improvement

Taught by

Brad Cleveland

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4.7 rating at LinkedIn Learning based on 114 ratings

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