This video provides an introduction to the course, chapters, and the content covered.
- There are a few things that are helpful to know before watching this course. First, it's for anyone who wants to have a better understanding of leadership in customer service. You might be a senior-level leader with overall responsibility for customer experience. You might be heading a customer service project or an initiative, or have leadership responsibility within a support function, such as marketing or training. You may be directly in charge of customer service, or in a role such as supervisor. Maybe you're an entrepreneur with a startup that's ready for a more robust approach to customer service.
Or maybe you're where I was when I started my career. I wasn't in leadership yet, but I've devoured everything I could on the topic because I knew that's where I wanted to go. The content applied to any industry, and really any type of organization, from small company to a large enterprise. Yours can be in the private or public sector, and your customers can be external or internal. The chapters build on one another. In fact, all of the topics, from setting direction to engaging with customers and building a team are interrelated.
I encourage you to view them as different aspects of a holistic approach to customer service leadership. Throughout the course I'll cite examples and include various types of customer service, including face-to-face, such as retail or other in-person settings, contact centers where customers interact with the organization through phone, chat, video, or social media, and others. There are many possible terms fro those involved in providing customer service, including agent, associate, team member, employee, and others, and I intend to use them interchangeably.
I also use terms such as organization, company, firm, operation, and others, so you can just translate them into whatever's a fit. Finally, if you'd like to further explore any of the topics we cover, we created a guide to additional resources in the exercise files. So let's get started.
- Why leadership is important
- Understanding customer expectations
- Establishing KPIs
- Developing a service strategy
- Improving the service process
- Leveraging technology
- Budgeting secrets
- Traits of effective leaders