Inhalt: Understanding the value of customer service, and being able to measure that value, will empower you to demonstrate return on investment (ROI) for your organization. Learn how to quantify the value of customer service, then dive into methods that apply to your unique environment. This course is designed to provide a perspective on this multifaceted topic and equip you and your team to make decisions that are right for your customers and your organization. Umfang: 01:12:12.00
Inhalt: Dirigir el servicio al cliente es una responsabilidad emocionante, y nunca ha sido tan importante. La rápida evolución de las expectativas del cliente, los canales de servicio emergentes y la naturaleza multifacética del servicio son solo algunos de los problemas a los que se enfrentan los equipos de atención al cliente. Aprende a guiar con un propósito y a fijar el rumbo correcto para tus clientes, los empleados y la organización. Este curso te enseña a vincular el servicio al cliente con las metas de la empresa, a identificar y cumplir las expectativas del cliente, a desarrollar un equipo motivado y a obtener el apoyo y los recursos que necesitas. Tanto si trabajas en servicios en persona, en centros de contacto, en las redes sociales, en autoservicio o en cualquier combinación, este curso está diseñado para que consigas los factores esenciales para el éxito de manera rápida. Umfang: 01:12:12.00
Inhalt: O atendimento ao cliente pode ser interpretado de várias formas, mas existem princípios unificadores em todas as operações voltadas para o cliente, quer envolvam uma central de atendimento, varejo presencial, grupo de mídias sociais lidando com problemas de serviço ou outro tipo de organização. Este curso oferece conhecimentos práticos, exemplos da vida real e orientações para aproveitar ao máximo suas iniciativas de qualidade. Assista ao curso e descubra como estabelecer padrões de qualidade no atendimento ao cliente e melhorar a lealdade, receita, satisfação do cliente e o envolvimento dos funcionários. Brad Cleveland divide o conteúdo em três capítulos, abordando as definições de qualidade e atendimento ao cliente, os padrões de qualidade para funcionários e para a organização em geral. Durante o curso, ele mostra como implementar um processo, avaliar o progresso e orientar os funcionários de modo eficaz. Umfang: 01:03:28.00
Inhalt: Learn why customer advocacy is important, how to develop employees who are customer advocates, and how to use the voice of the customer (VOC) to inform strategies across functions including IT, HR, R&D, production, and legal. Customer strategist Brad Cleveland reveals a proven model for creating an effective customer advocacy initiative, which includes capturing customer insights, interpreting and analyzing intelligence, communicating findings, prioritizing action items, measuring results, and turning customers into promoters of your products and services. Umfang: 01:09:44.00
Inhalt: Customer service leadership is an exciting responsibility-and it's never been more important. Fast-evolving customer expectations, emerging service channels, and the multifaceted nature of delivering service are just a few of the challenges customer service teams face. Learn to lead with intention, and set a direction that is right for your customers, employees, and organization. This practical course covers how to align customer service with company goals, identify and meet customer expectations, cultivate an engaged team, and get the support and resources you need. Whether your approach involves in-person services, contact centers, social media, self-service, or any combination, this course is designed to get you up to speed fast on the factors essential for success. Umfang: 01:12:11.00
Inhalt: Given fast-evolving customer expectations, every organization needs an effective customer service strategy to guide operations and decisions. Your service strategy is the bridge between the organization's vision and mission-and the decisions and actions that happen every day. Join Brad Cleveland in this course and learn how to develop and execute an effective customer service strategy for your organization and team. Learn the seven steps of the strategic planning process, involving vision, customer access, talent, processes, technology, investments, and innovation. Plus, discover how to put your strategy to work, measure its effectiveness over time, and make updates to keep your strategy current. Umfang: 00:50:50.00
Inhalt: Your customers have so much they want to tell you. When you put their insights to good use, everyone wins. That's why every organization-regardless of size or industry-needs an effective approach to managing customer feedback. This course provides a step-by-step approach to collecting, tracking, and using customer feedback, complete with examples that show what other companies are doing in this importance space. Brad Cleveland, an expert in customer experience and customer service, explains how to respond to positive and negative feedback, track trends over time, and put feedback into action. Using examples from some of the world's leading organizations, Brad shows how to harness customer feedback to improve the experience customers have and to drive improvements to your products, services, and processes. Umfang: 00:54:03.00
Inhalt: Knowing how to motivate a customer service team is more important than ever, given the pace of change, competitive demands, and increasing diversity of most organizations. This course shows you how to bring out the best in every member of your team, using proven motivation and employee engagement techniques. Customer strategy expert Brad Cleveland explains how to create a strong foundation built on a shared vision and values and empower each team member to deliver excellent service. He discusses how coaching can help you develop stronger relationships and how to leverage incentives that really work. Since positive results depend so much on effective leadership, Brad also identifies the skills you need to build an organization that thrives. Each section is filled with real-world examples and tips to get your team from good to great. Umfang: 00:54:20.00
Inhalt: Do you work in a contact center? This course introduces contact center and service desk employees to skills and knowledge essential for success. It is designed to help you and your team understand the unique environment you are part of, deliver effective service, and cultivate a positive brand image. Key topics include customer expectations, culture, workload, service level, quality, schedules, performance metrics, accountability, ethics, and teamwork. The course reinforces the power of one (the impact of each person) and celebrates the opportunity to represent the organization to dozens or even hundreds of customers every week. Instructor Brad Cleveland also provides valuable tips for handling tough customers, building a customer-focused culture, and enjoying your job. Umfang: 00:49:41.00
Inhalt: Este curso prático aborda como alinhar o atendimento ao cliente com os objetivos da organização, identificar e atender às expectativas do cliente, desenvolver uma equipe engajada e obter o apoio e os recursos de que você precisa. Independentemente de sua abordagem envolver atendimento presencial, centrais de atendimento, mídias sociais, autoatendimento ou quaisquer combinações, este curso foi concebido para que você aproveite rapidamente os fatores essenciais para o sucesso. Umfang: 01:10:29.00
Inhalt: Customer contact centers face a number of new developments: more channels, higher levels of complexity, and greater strategic value. In this course, customer strategy and management expert Brad Cleveland shows you how to leverage these developments to set up your organization for maximum success. He outlines the components of a customer access strategy and the forces that make contact centers unique: random workload arrival, the visible or invisible queue, and the seven factors of customer tolerance. He also helps you plan your resources effectively so you can develop accurate forecasts. Last, he demonstrates how to maximize the quality and value of your contact center and use existing quality metrics to improve center performance. Umfang: 01:31:50.00
Inhalt: El servicio al cliente abarca muchos negocios diferentes, pero en todas las actividades relacionadas con el cliente existen unos principios unificadores. Tanto si trabajas en un centro de atención, en venta directa, en la red social que se encarga de gestionar los problemas del servicio o en cualquier otro tipo de organización, este curso te proporciona los conocimientos prácticos, ejemplos reales y las pautas que necesitas para aprovechar tu iniciativa de calidad. Aprende a establecer normas de calidad para el servicio al cliente, y a mejorar la fidelidad, los beneficios, la satisfacción del cliente y el compromiso de los empleados. Brad Cleveland divide el curso en tres capítulos, en los que define la calidad y el servicio al cliente, y explica las normas de calidad tanto para los empleados como para toda la organización. En este curso, te muestra cómo llevar a cabo un proceso, medir el progreso y formar a tus empleados eficazmente. Umfang: 01:02:51.00
Inhalt: Customer service strategy can mean many different things. Quality standards ensure your team provides a consistent level of service-and customers receive a consistent level of care. This pays off in improved loyalty, increased revenue, and better employee engagement. Whether you're leading a dedicated customer service team, a small business, or a large contact center, this course provides the practical know-how and real-life examples you need to establish quality standards and get the most out of your customer service initiatives. Brad Cleveland divides the lessons into three sections, covering quality and customer service definitions, quality standards for individuals, and quality standards for the overall organization. Along the way, he shows how to implement a process, measure progress, and effectively coach employees, so that your entire team performs at its very best. Umfang: 00:52:13.00
Inhalt: "Customer service" can mean many different things, but there are unifying principles across all customer-facing operations. Whether yours is a contact center, face-to-face retail, social media group handling service issues, or other type of organization, this course provides the practical know-how, real-life examples, and the direction you need to get the most out of your quality initiatives. Watch and learn how to establish quality standards in customer service, and improve loyalty, revenue, customer satisfaction, and employee engagement. Brad Cleveland divides the lessons into three chapters, covering quality and customer service definitions, quality standards for individuals, and quality standards for the overall organization. Along the way, he shows how to implement a process, measure progress, and effectively coach employees. Umfang: 01:04:38.00
Inhalt: Establishing the right metrics to support effective customer service requires a solid understanding of how metrics work, how metrics are interrelated, and what the uses and limitations of metrics are. Wisely employed, the right metrics help guide decisions, support collaboration, and encourage better performance. But metrics that are incomplete, unfair, or misapplied can send the wrong messages, negatively impact customers and employees, and lead to inefficiencies. This course covers, in a step-by-step fashion, why metrics are important, which metrics matter the most, how to interpret results, and examples of how successful organizations leverage metrics to improve decisions and performance. Whether your service operation includes face-to-face services, contact centers, social media, self-service, or any combination, this course provides practical know-how, real-life examples, and guidance for implementing and using the right metrics and establishing meaningful goals. Umfang: 01:15:24.00
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