Leading a Customer Service Team
Leading a Customer Service Team
What you’ll learn
Skills you’ll gain
The key to leading a customer service organization is striking a balance between people, process, and performance. But how can you accomplish that with a large or far-flung team working in different locations? Whether you have 25 people working in one room, or thousands of customer service reps scattered across the globe, it all comes down to developing an ideal integration between people and technology. In this course, customer service expert Darren Lyons shows you how to sharpen your management skills to lead a customer service team to success. you'll discover how to get the most out of people, how to build processes for maximum efficiency, along with ways to help your service reps connect with customers and each other as a team.
Syllabus
Download syllabus-
1
One-on-one meetings Effective, regular one on one meetings with your staff is a necessary management discipline. 4m
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2
Skip level meetings Cookie chats are effect ways to connect with your front line staff in a non intimidating way. 3m
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3
Management by walking around If you're in your office all day, you're not engaging your team. 3m
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4
Monthly business reviews It's important to create a discipline around a balanced scorecard. After watching this video, you'll be able to conduct reviews of your effectiveness. 4m
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1
Listening to calls Quality assurance teams help your teams improve their skills. 3m
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2
The voice of the customer Your customers can tell you incredibly insights about your performance. 4m
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3
Continuous improvement programs Continuous improvement programs are a way to consistently be improving.. 3m
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4
Process management in the contact center Your product is customer interactions. After watching this video, you'll be able to implement process management techniques. 3m
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1
Leadership: What gets measured gets done Selecting the correct KPIs will determine the direction of your custom experience. 3m
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2
KPI's are not set it and forget it You need to adjust your KPIs and goals twice a year. After watching this video, you'll be able to update your KPIs around your goals. 2m
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3
Advocating for the contact center Being an advocate for the contact center to the organization ensures your team gets what it needs. 3m
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1
Take action to have a great customer service team 1m
Certificate
Certificate of Completion
Awarded upon successful completion of the course.
Instructor
Darren Lyons
During a 20 year career as a customer experience executive, Darren built relationships across the globe traveling to Asia and Central America and leading international & domestic organizations of over 1,000 FTE. He is a Certified John Maxwell trainer, coach, and speaker as well as a licensed Color Code Personality Facilitator. He helps leaders find clarity, direction, and set new goals.
Darren Lyons
CEO Korrior, Inc and Certified John Maxwell Trainer
Accreditations
Link to awards
How GoSkills helped Chris
I got the promotion largely because of the skills I could develop, thanks to the GoSkills courses I took. I set aside at least 30 minutes daily to invest in myself and my professional growth. Seeing how much this has helped me become a more efficient employee is a big motivation.
