Customer service managers lead their teams in problem solving, troubleshooting customer issues, and providing exceptional customer service. Get the skills you need to establish processes and policies that guide your employees to deliver superior performance.
Learn the essentials of managing a contact center and team.
Manage customer expectations and build loyalty.
Develop customer surveys and win back lost customers.
Managing a Customer Contact Center with Brad Cleveland
Learn how to leverage the new developments facing contact centers to set up your organization for maximum success. Identify the forces that make contact centers unique, learn how to plan your resources effectively to develop accurate forecasts, and use quality metrics to improve performance.
1h 31m • COURSE
Managing a Customer Service Team with Jeff Toister
Discover how to lead customer service teams to greatness.
1h 32m • COURSE
Quality Standards in Customer Service with Brad Cleveland
Learn how to establish quality standards in customer service, and improve loyalty, revenue, customer satisfaction, and employee engagement.
1h 4m • COURSE
Managing Customer Expectations for Managers with Jeff Toister
Learn to identify what a typical customer expects, where those expectations come from, and where your organization might be vulnerable.
26m 16s • COURSE
Building Customer Loyalty with Jill Griffin
Learn how to identify and retain your most valuable customers and keep them loyal for life.
43m 6s • COURSE
Using Customer Surveys to Improve Service with Jeff Toister
Learn how to design and implement customer service surveys, and turn the data into actions that can improve service quality.
52m 10s • COURSE
Customer Service: Winning Back a Lost Customer with Jill Griffin
Lost customers are not lost causes. Learn why and how winning back lost customers can be a rich source of renewed revenue and customer loyalty for any firm.
41m 23s • COURSE
Leading a Customer-Centric Culture (2013) with Jeff Toister
Discover how to chart your team on a course to focusing on the customer, with three no-nonsense tips.
12m 42s • COURSE
You'll learn customer service management skills with these experts
Brad Cleveland is a globally-known customer strategy, management, and omnichannel services expert.
A sought-after consultant and speaker, Brad has worked in 45 states and over 60 countries, and his clients have included many of today's service leaders—Apple, American Express, USAA, Google, and others. He has also advised governments in the United States, Australia, Germany, Canada, and the United Kingdom.
Brad has authored eight books and is the recipient of an Amazon.com best-selling award. His books and articles have been translated into over a dozen languages, and he has appeared in media ranging from the Wall Street Journal and the New York Times to NPR's All Things Considered and others. He has received numerous industry awards in the customer service field, and was nominated for the prestigious Computerworld Smithsonian 21st Century Pioneering Award. In May 2012, Brad was recipient of ICMI's Inaugural Lifetime Achievement Award.
One of the initial partners in and former president and CEO of the International Customer Management Institute (ICMI), Brad grew the firm into a global industry leader that is now part of United Business Media (London: UBM.L). Today, he is a busy consultant, writer, and speaker.
Brad lives in Sun Valley, Idaho, with his wife, Kirsten, and their daughter, Grace. He is a private pilot, enjoys skiing and mountain biking, and has logged an estimated five million miles in travel.
Jeff Toister is an author, consultant, and trainer who helps customer service teams unlock their hidden potential.
He is president of Toister Performance Solutions, Inc., a consulting firm that helps companies improve customer service. Jeff has appeared on numerous lists of top customer service experts including Global Gurus' World's Top 30 Customer Service Professionals, ICMI's Top 50 Thought Leaders to Follow on Twitter, and HDI's Top 25 Thought Leaders in Technical Support and Service Management.
Jeff is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service, a practical guide that helps leaders develop customer-focused cultures in their organizations. The book draws upon profiles of successful companies, shares cutting-edge research, and provides practical tools.
He is also a nationally recognized employee training expert, and was one of the first people to receive the Certified Professional in Learning and Performance certification from the Association for Talent Development. In 2015, Jeff was awarded the CPLP Contributor Award by ATD for his numerous contributions to the program. He is a past president of ATD's San Diego chapter, where he was a recipient of the WillaMae M. Heitman Award for distinguished service.
Jeff lives in California and serves clients throughout the United States.
Jill Griffin is a customer loyalty expert, speaker, and consultant.
Jill is the author of the business best-seller Customer Loyalty: How to Earn It, How to Keep It, which has appeared in Harvard Business School's Working Knowledge list and has been translated into six languages; Customer Winback: How to Recapture Lost Customers--And Keep Them Loyal, which earned Soundview Executive Book Summaries' 30 Best Business Books award; and Taming the Search-and-Switch Customer: Earning Customer Loyalty in a Compulsion-to-Compare World, which addresses how to build and sustain customer loyalty in the age of near-perfect buyer information. Since 2003, Jill has served on the board of directors of Luby's/Fuddruckers, Inc. (NYSE: LUB), and helped oversee the restaurant chain's critical turnaround. Jill speaks and consults with Fortune 500 companies such as Dell, Microsoft, Ford Motor Company, Subaru, Marriott Hotels, Hewlett-Packard, IBM, AMD, Wells Fargo, Western Union, Sprint, and Toyota. She is the recipient of the 2003 Distinguished Alumna Award (received alongside Larry Kellner, then chairman and CEO of Continental Airlines), from the University of South Carolina Moore School of Business, where she earned MBA and bachelor of science degrees, magna cum laude. In 2009, Jill was appointed to the USC Moore School Board of Trustees.