Course description
Learn to Lead an Effective Customer Service Team
Use an outsider's perspective on identifying engagement behaviors you can use to lead your customer service team to success. A growing need to engage customers across multiple customer service channels both online and offline means companies everywhere are faced with more challenges than ever before. This topic will give customer service professionals tips on how to educate and lead team members, manage processes, and maintain customer engagement as customer service channels continue to evolve. Insights from the ConsumerAffairs team will help give you a deep look into consumer engagement behaviors and identify new ways to incorporate metrics that matter into your customer service strategy.
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Who should attend?
Training content
- Introduction to the Current Landscape of Customer Service
- Changes to Customer Engagement Channels
- Challenges Teams Face (From SMB to Enterprise Brands and Beyond)Tip One: Knowing Is Half the Battle
- Why Ongoing Discovery Sessions and Team Education Could Be the Key to Efficiency
- Strategies for Educating Team Members and Empowering Team Members to Learn With Each OtherTip Two: Now That You Know Where You Need to Be, Establish Results-Driven Processes
- Agile Methodology - Could It Be Right for Your Team?
- Benefits of Testing and Analyzing Processes
- Why Too Many Rules Could Ruin ResultsTip Three: Discover, Listen, Respond, Resolve
- You Have Processes, but How Should Your Team Engage to Avoid Resource Strain?
- Case Study: How One Brand's Two Person Team Engages a National Customer BaseTip Four: Be the Hero - Delivering Metrics That Matter to Your Marketing Department
- Customer Service Done Right Gives Brands Access to Game-Changing Data, but Marketers Don't Always See What Could Matter Most
- Tracking Metrics Without Data Overload so You Can Make Data-Driven Decisions
- How to Deliver Valuable Insights to Marketing so You Have a Hand in Improving Customer ExperienceTip Five: Tying It All Together Doesn't Mean It Lasts Forever...Adaptation Is Vital
- Overview of the Webinar and Tips, Reiteration on How Treat Customer Service Like the Constantly Evolving Experience It Is, and Wrap up With Q/A
Costs
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Lorman Education Services - Live and On-Demand Courses
Lorman Education Services is a leading provider of online professional development and corporate training for organizations and individual professionals. For more than 30 years, Lorman has delivered relevant, high-quality, professional-level courses that cover a broad range of business and technical...