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  • Author: voska89
  • Date: 3-03-2015, 12:56
3-03-2015, 12:56

Lynda - Managing a Customer Service Team

Category: Tutorials






Lynda - Managing a Customer Service Team
Lynda - Managing a Customer Service Team
1h 32m | Video: AVC (.mp4) 1280x720 15&30fps | Audio: AAC 48KHz 2ch | 527MB
Genre: eLearning | Appropriate for all | Language: English



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

Lynda - Managing a Customer Service Team
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