How to Lead a Customer Service Team

Course Summary

This course is comprised of short lessons discussing effective customer service management, team building and communication skills. Help your employees understand the functions and characteristics of strong customer service management through lessons that you can use in group or individual training sessions.
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3 chapters in How to Lead a Customer Service Team

Course Practice Test

Check your knowledge of this course with a 50-question practice test.
  • Comprehensive test covering all topics
  • Detailed video explanations for wrong answers
Week {{::cp.getGoalWeekForTopic(0, 3)}}
Ch 1. Leading a Customer Service Team {{cp.topicAssetIdToProgress[65296].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - What Is the Role of the Customer Service Manager? Score: {{cp.lessonAssetIdToProgress[56935].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56935].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[56935].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56935].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Managing Your Customer Service Team Score: {{cp.lessonAssetIdToProgress[56937].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56937].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[56937].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56937].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - The Stages of Team Development Score: {{cp.lessonAssetIdToProgress[52452].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[52452].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[52452].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[52452].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Characteristics of Effective Teams: Examples and Qualities Score: {{cp.lessonAssetIdToProgress[7588].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[7588].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[7588].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[7588].bestScoreQuestions}}  Take Quiz Optional
Lesson 5 - Becoming a Cohesive Group: Using Team Building to Increase Group Cohesion Score: {{cp.lessonAssetIdToProgress[2083].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[2083].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[2083].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[2083].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(1, 3)}}
Ch 2. Managing a Customer Service Team {{cp.topicAssetIdToProgress[65297].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Four Functions of Management: Planning, Organizing, Leading & Controlling Score: {{cp.lessonAssetIdToProgress[2034].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[2034].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[2034].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[2034].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Leading as a Function of Management Score: {{cp.lessonAssetIdToProgress[2090].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[2090].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[2090].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[2090].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Coaching Customer Service Skills: Role of the Team Leader Score: {{cp.lessonAssetIdToProgress[65298].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65298].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[65298].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[65298].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Managerial Skills: How Good Managers Promote Productivity Score: {{cp.lessonAssetIdToProgress[2032].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[2032].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[2032].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[2032].bestScoreQuestions}}  Take Quiz Optional
Week {{::cp.getGoalWeekForTopic(2, 3)}}
Ch 3. Customer Service Communication Skills {{cp.topicAssetIdToProgress[65299].percentComplete}}% complete
Course Progress Best Score
Lesson 1 - Interpersonal Skills for Customer Service Managers Score: {{cp.lessonAssetIdToProgress[56940].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56940].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[56940].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[56940].bestScoreQuestions}}  Take Quiz Optional
Lesson 2 - Types of Communication: Interpersonal, Non-Verbal, Written & Oral Score: {{cp.lessonAssetIdToProgress[2125].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[2125].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[2125].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[2125].bestScoreQuestions}}  Take Quiz Optional
Lesson 3 - Communicating in Team-Based Organizations Score: {{cp.lessonAssetIdToProgress[18911].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[18911].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[18911].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[18911].bestScoreQuestions}}  Take Quiz Optional
Lesson 4 - Preparing, Conducting, and Contributing to Productive Meetings Score: {{cp.lessonAssetIdToProgress[20903].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[20903].bestScoreQuestions}}  Take Quiz Optional
Score: {{cp.lessonAssetIdToProgress[20903].bestScoreCorrect}}/{{cp.lessonAssetIdToProgress[20903].bestScoreQuestions}}  Take Quiz Optional

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Practice Tests in this course
Check your knowledge of this course with a 50-question practice test. Once you take the test, you will receive a detailed exam report complete with your personal statistics and even specific lessons to focus on! Take the practice test now
Your detailed study guide will include:
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  • Video lessons to explain complicated concepts
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