Course Curriculum
1Why Customer Service Is Your Real Competitive Advantage2The Traits That Actually Predict Great Service3Hiring for Service: Interview Questions and Red Flags4Structuring Your Customer Service Department5Channels and Coverage: Building the Right Support Mix6Onboarding and Training New Reps7Building a Customer Service Culture From the Top Down8Empowerment and Ownership: Giving Reps the Authority to Solve Problems9Metrics That Matter: Measuring What You Actually Want10Turning Complaints Into Loyalty: Service Recovery11Emotional Intelligence and De-escalation for Frontline Teams12Technology and Tools: CRM, Helpdesk, and AI in Service13Recognition, Retention, and Avoiding Burnout on the Front Line14Building Feedback Loops: Voice of the Customer Programs15Leading and Sustaining a Service-Obsessed Organization16PDF Creating A Powerful Customer Service Team and Culture Worksheet
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Creating a Powerful Customer Service Team and Culture
What you'll learn
- Why Customer Service Is Your Real Competitive Advantage
- The Traits That Actually Predict Great Service
- Hiring for Service: Interview Questions and Red Flags
- Structuring Your Customer Service Department
- Channels and Coverage: Building the Right Support Mix