- Course type: Self-paced
- Available Lessons: 14
- Average Lesson Length: 8 min
Eligible for Certificate:
Certificates show that you have completed the course. They do not provide credit.
Watch a preview:chapter 1 / lesson 1Leadership: Leaders & Their Role in Organizations
Course SummaryCompanies that offer quality customer service typically have a team of leaders managing these efforts. You can use the lessons in this course to help your managers and team leaders understand how they can lead, measure and improve their customer service teams.
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Course Practice TestCheck your knowledge of this course with a 50-question practice test.
- Comprehensive test covering all topics
- Detailed video explanations for wrong answers
About This Course
This course is designed to provide your personnel with the insight they need to improve their customer service leadership. The chapters closely examine all the steps managers and leaders can take to understand their roles in the organization and determine what it takes to lead successful customer service teams. Lessons in these chapters also offer strategies they can use to measure and improve your company's customer satisfaction. Following each lesson is an assessment quiz you can use to determine how well they understand lesson concepts. If you have any questions, feel free to submit them to our experts.
How It Works
The lessons average 5 minutes in length, allowing you to easily incorporate them into your corporate training sessions. Timelines are available with the lessons that let your trainees skip to key topics within the videos. Full transcripts are available if your trainees want to print the lessons to review at a later time.
A handful of the training features this course offers include:
- Engaging video lessons that provide in-depth strategies for improving customer service leadership
- Multiple-choice quizzes that test comprehension of each lesson
- Practice exams that reinforce concepts explored in the chapters
- Mobile capabilities that allow trainees to access lessons from a smartphone or tablet
How It Helps
- Builds awareness: The lessons help your managers and team leaders become aware of the importance of customer service leadership and the steps they can take to become quality leaders.
- Strengthens leadership qualities: Your employees can examine tips for leading customer service teams and discover how they can improve their own leadership qualities.
- Improves customer service: Lessons provide the steps team leaders can take to both measure and improve your company's customer service and satisfaction.
|Chapter||Topics & Objectives|
|Understanding Customer Service Leadership||This chapter teaches the definition and role of a leader, discusses leadership orientation, explores how one can manage a diverse workforce and provides ways to empower employees.|
|Leading Customer Service Teams||The role of the customer service manager is examined, along with ways to recruit personnel and coach customer service skills.|
|Measuring & Improving Customer Satisfaction||Managers and team leaders can explore the meaning of customer satisfaction, the relationship between customer service and satisfaction, the metrics of customer service, ways to interpret and improve customer service metrics and the meaning of customer relationship management.|
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