Lynda - Managing a Customer Service Team
File List
- 007 Understanding how 'icebergs' can sink your service.mp4 27.2 MB
- 024 Exploring the escalating costs of service failure.mp4 25.1 MB
- 005 Setting customer service goals.mp4 23.9 MB
- 012 Understanding why serving customers is hard.mp4 23.7 MB
- 013 Exploring how incentives can hurt service.mp4 23.6 MB
- 026 Exploring the manager`s paradox.mp4 23.2 MB
- 010 Responding to online complaints.mp4 22.1 MB
- 023 Getting first-contact resolution.mp4 22.1 MB
- 011 Improving service quality.mp4 21.9 MB
- 020 Managing multiple service channels.mp4 21.9 MB
- 014 Fixing broken service systems.mp4 21.8 MB
- 008 Learning why customers don`t complain.mp4 21.4 MB
- 003 Creating a customer service vision.mp4 20.6 MB
- 009 Exploring the voice of customer feedback.mp4 20.1 MB
- 021 Scheduling customer service employees.mp4 19.1 MB
- 017 Putting customer value first.mp4 19.0 MB
- 015 Empowering employees.mp4 18.8 MB
- 018 Balancing speed and quality.mp4 18.0 MB
- 022 Connecting service to the bottom line.mp4 17.6 MB
- 025 Making a business case to invest in service.mp4 17.6 MB
- 004 Developing service standards.mp4 17.2 MB
- 019 Developing your service channels.mp4 16.0 MB
- 016 Helping employees prioritize great service.mp4 14.3 MB
- 006 Aligning the team around outstanding service.mp4 14.0 MB
- 027 Getting your team obsessed with service.mp4 12.5 MB
- 002 What to know before watching this course.mp4 11.1 MB
- 001 Welcome.mp4 7.4 MB
- Exercise Files/04_03_ Service Channels Worksheet.pdf 60.5 KB
- Exercise Files/00_02_ Learning Plan Worksheet.pdf 53.1 KB
- Exercise Files/01_03_ SMART Goals Worksheet.pdf 32.4 KB
- Exercise Files/06_02_ Customer Service Resource List.pdf 31.7 KB
- Exercise Files/01_04_ Alignment Check Worksheet.pdf 31.0 KB
- Exercise Files/02_02_ Complaint Obstacles Worksheet.pdf 30.0 KB
- Exercise Files/02_05_ Service Quality Improvement Worksheet.pdf 29.8 KB
- Exercise Files/05_03_ Service Failure Cost Worksheet.pdf 29.3 KB
- Exercise Files/01_01_ Customer Service Vision Worksheet.pdf 29.2 KB
- Exercise Files/05_01 Business Linkage Worksheet.pdf 28.4 KB
- Exercise Files/03_03_ Service Systems Worksheet.pdf 27.6 KB
- Exercise Files/04_02_ Numbers Game.pdf 17.0 KB
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