Lynda - Managing a Customer Service Team

seeders: 62

leechers: 25

Download torrent

Added on March 9, 2015 by webcentarain Other > Tutorials
Torrent verified.

Main
Comments

add to bookmarks

Lynda - Managing a Customer Service Team (Size: 521.85 MB)

		007 Understanding how 'icebergs' can sink your service.mp4	27.19 MB
		024 Exploring the escalating costs of service failure.mp4	25.12 MB
		005 Setting customer service goals.mp4	23.89 MB
		012 Understanding why serving customers is hard.mp4	23.69 MB
		013 Exploring how incentives can hurt service.mp4	23.58 MB
		026 Exploring the manager`s paradox.mp4	23.2 MB
		010 Responding to online complaints.mp4	22.15 MB
		023 Getting first-contact resolution.mp4	22.14 MB
		011 Improving service quality.mp4	21.95 MB
		020 Managing multiple service channels.mp4	21.9 MB
		014 Fixing broken service systems.mp4	21.79 MB
		008 Learning why customers don`t complain.mp4	21.38 MB
		003 Creating a customer service vision.mp4	20.58 MB
		009 Exploring the voice of customer feedback.mp4	20.08 MB
		021 Scheduling customer service employees.mp4	19.05 MB
		017 Putting customer value first.mp4	19.02 MB
		015 Empowering employees.mp4	18.83 MB
		018 Balancing speed and quality.mp4	17.99 MB
		022 Connecting service to the bottom line.mp4	17.65 MB
		025 Making a business case to invest in service.mp4	17.58 MB
		004 Developing service standards.mp4	17.24 MB
		019 Developing your service channels.mp4	16.01 MB
		016 Helping employees prioritize great service.mp4	14.33 MB
		006 Aligning the team around outstanding service.mp4	14 MB
		027 Getting your team obsessed with service.mp4	12.53 MB
		002 What to know before watching this course.mp4	11.15 MB
		001 Welcome.mp4	7.45 MB
		04_03_ Service Channels Worksheet.pdf	60.51 KB
		00_02_ Learning Plan Worksheet.pdf	53.06 KB
		01_03_ SMART Goals Worksheet.pdf	32.42 KB
		06_02_ Customer Service Resource List.pdf	31.68 KB
		01_04_ Alignment Check Worksheet.pdf	31.04 KB
		02_02_ Complaint Obstacles Worksheet.pdf	30.04 KB
		02_05_ Service Quality Improvement Worksheet.pdf	29.78 KB
		05_03_ Service Failure Cost Worksheet.pdf	29.27 KB
		01_01_ Customer Service Vision Worksheet.pdf	29.22 KB
		05_01 Business Linkage Worksheet.pdf	28.36 KB

Description

Lynda - Managing a Customer Service Team with Jeff Toister

Subject: Business

1h 32m Appropriate for all Mar 02, 2015 | Uploaded in Mar 9, 2015 Via Webcentara

In this course, author and customer service expert Jeff Toister shows you the secrets of managing great customer service teams. Discover how to define outstanding service through service standards and team goals; bring in data and metrics to evaluate your service quality; identify obstacles that can cause service failures; optimize your channels for faster, cheaper, and better service; and develop a convincing business case that calculates the true cost of bad service. Plus, Jeff shares ways to get your team obsessed with delivering outstanding customer service.

Topics include:

• Clearly defining outstanding service for employees
• Evaluating service quality
• Identifying obstacles to outstanding service
• Aligning resources to optimize service delivery
• Calculating the cost of poor service

/////////////////////////////////////////////////////////////////////////////////////////////

Sharing Widget

Download torrent

521.85 MB

seeders:62

leechers:25

Lynda - Managing a Customer Service Team

All Comments

prisonpug

Done well; thank you!

Scopra

Thanks for taking the time and effort to upload this torrent it is much appreciated ... cheers