Customer Success and Service
Managing a Customer Service Team
On the front lines every day, the customer service team takes orders, fields complaints, and fixes errors as quickly as possible. Their goal, no matter what the problem, is to make customers feel like their needs have been met – and hopefully exceed their expectations. As their manager, you’re leading the charge. It’s...
Skills you will build
About this course
On the front lines every day, the customer service team takes orders, fields complaints, and fixes errors as quickly as possible. Their goal, no matter what the problem, is to make customers feel like their needs have been met – and hopefully exceed their expectations. As their manager, you’re leading the charge. It’s your job to make sure they’re supported, with the skills and tools they need to solve problems effectively. But what does it mean to manage a customer service team successfully? This course will help you lead them to customer service victory.
Course outline
11 topics · 105 min
- 1 Introduction
- 2 Creating a Customer Service Strategy
- 3 5 Essential Customer Service Tools
- 4 Managing Customer Support Tickets
- 5 How to Increase Customer Retention and Reduce Churn
- 6 Delivering Proactive Customer Service
- 7 Empowering Your Team to Deliver Great Customer Service
- 8 How to Measure Customer Service Performance
- 9 Knowledge Check
- 10 Summary
- 11 Quiz
Managing a Customer Service Team
Free
Start learning- Certificate on completion
- Access on phone and desktop
- Interactive course
- Scenarios