Module #1 Introduction to Customer Service Leadership Overview of the importance of customer service leadership and the role of customer service managers
Module #2 Understanding Customer Expectations Identifying and managing customer expectations, including setting service standards and metrics
Module #3 Effective Communication for Customer Service Leaders Key communication skills for customer service leaders, including active listening and conflict resolution
Module #4 Building a Customer-Centric Culture Strategies for creating a customer-centric culture within an organization, including employee empowerment and recognition
Module #5 Customer Service Metrics and Analytics Understanding key performance indicators (KPIs) for customer service, including first call resolution, response time, and customer satisfaction
Module #6 Coaching and Developing Customer Service Teams Effective coaching and development techniques for customer service teams, including feedback and performance evaluations
Module #7 Time Management and Prioritization for Customer Service Leaders Strategies for managing time and prioritizing tasks as a customer service leader, including delegation and task assignment
Module #8 Conflict Resolution and De-escalation Techniques Effective strategies for resolving customer conflicts and de-escalating tense situations
Module #9 Customer Service Technology and Tools Overview of customer service technology and tools, including CRM, ticketing systems, and chatbots
Module #10 Customer Feedback and Complaint Handling Effective strategies for handling customer feedback and complaints, including root cause analysis and process improvement
Module #11 Leading Remote Customer Service Teams Unique challenges and strategies for leading remote customer service teams, including virtual communication and team building
Module #12 Customer Service Process Improvement Methods for identifying and improving customer service processes, including lean and six sigma methodologies
Module #13 Customer Experience Mapping Techniques for mapping the customer journey and identifying areas for improvement
Module #14 Collaboration and Partnership with Other Departments Strategies for building effective partnerships with other departments, including sales, marketing, and product development
Module #15 Customer Service Budgeting and Financial Management Best practices for budgeting and financial management in customer service, including cost-benefit analysis and ROI calculation
Module #16 Customer Service Talent Acquisition and Onboarding Strategies for attracting, selecting, and onboarding top customer service talent, including interview techniques and training programs
Module #17 Employee Engagement and Motivation Techniques for motivating and engaging customer service employees, including recognition and reward programs
Module #18 Customer Service Leadership in a Digital Age Strategies for customer service leaders to stay ahead of the curve in a rapidly changing digital landscape
Module #19 Managing Customer Service Outsource Partners Best practices for managing outsource partners, including SLAs, metrics, and governance
Module #20 Customer Service Governance and Compliance Overview of governance and compliance requirements for customer service, including regulatory and industry standards
Module #21 Social Media and Customer Service Effective strategies for managing customer service on social media, including response times and brand reputation management
Module #22 Customer Service Knowledge Management Best practices for creating and maintaining customer service knowledge bases, including content creation and taxonomy
Module #23 Continuous Improvement and Quality Assurance Methods for ongoing quality assurance and continuous improvement in customer service, including quality metrics and benchmarking
Module #24 Customer Service and Emotional Intelligence The importance of emotional intelligence in customer service, including self-awareness, empathy, and social skills
Module #25 Customer Service in a Multichannel Environment Strategies for managing customer service across multiple channels, including phone, email, chat, and messaging
Module #26 Customer Feedback and Net Promoter Score (NPS) Using customer feedback and NPS to drive business improvement, including calculating and improving NPS
Module #27 Customer Service and Customer Journey Analytics Using analytics to understand the customer journey, including data visualization and customer journey mapping
Module #28 Customer Service Leadership Development Personal development strategies for customer service leaders, including coaching, mentoring, and networking
Module #29 Creating a Customer-Centric Organization Strategies for creating a customer-centric organization, including cultural transformation and org design
Module #30 Course Wrap-Up & Conclusion Planning next steps in Customer Service Leadership and Management career
