Lynda Managing Customer Service Team | 7ACF52DB5463638F25B84867AEBD57E7801D6559

Lynda Managing Customer Service Team

Name	Lynda - Managing a Customer Service Team	DOWNLOAD Copy Link Trouble downloading? see How To
Total Size	547.2 MB
Total Files	39
Hash	7ACF52DB5463638F25B84867AEBD57E7801D6559

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007 Understanding how 'icebergs' can sink your service.mp4	28.5 MB
024 Exploring the escalating costs of service failure.mp4	26.3 MB
005 Setting customer service goals.mp4	25.0 MB
012 Understanding why serving customers is hard.mp4	24.8 MB
013 Exploring how incentives can hurt service.mp4	24.7 MB
026 Exploring the manager`s paradox.mp4	24.3 MB
010 Responding to online complaints.mp4	23.2 MB
023 Getting first-contact resolution.mp4	23.2 MB
011 Improving service quality.mp4	23.0 MB
020 Managing multiple service channels.mp4	23.0 MB
014 Fixing broken service systems.mp4	22.8 MB
008 Learning why customers don`t complain.mp4	22.4 MB
003 Creating a customer service vision.mp4	21.6 MB
009 Exploring the voice of customer feedback.mp4	21.1 MB
021 Scheduling customer service employees.mp4	20.0 MB
017 Putting customer value first.mp4	19.9 MB
015 Empowering employees.mp4	19.7 MB
018 Balancing speed and quality.mp4	18.9 MB
022 Connecting service to the bottom line.mp4	18.5 MB
025 Making a business case to invest in service.mp4	18.4 MB
004 Developing service standards.mp4	18.1 MB
019 Developing your service channels.mp4	16.8 MB
016 Helping employees prioritize great service.mp4	15.0 MB
006 Aligning the team around outstanding service.mp4	14.7 MB
027 Getting your team obsessed with service.mp4	13.1 MB
002 What to know before watching this course.mp4	11.7 MB
001 Welcome.mp4	7.8 MB
/Exercise Files/
04_03_ Service Channels Worksheet.pdf	62.0 KB
00_02_ Learning Plan Worksheet.pdf	54.3 KB
01_03_ SMART Goals Worksheet.pdf	33.2 KB
06_02_ Customer Service Resource List.pdf	32.4 KB
01_04_ Alignment Check Worksheet.pdf	31.8 KB
02_02_ Complaint Obstacles Worksheet.pdf	30.8 KB
02_05_ Service Quality Improvement Worksheet.pdf	30.5 KB
05_03_ Service Failure Cost Worksheet.pdf	30.0 KB
01_01_ Customer Service Vision Worksheet.pdf	29.9 KB
05_01 Business Linkage Worksheet.pdf	29.0 KB
03_03_ Service Systems Worksheet.pdf	28.3 KB
04_02_ Numbers Game.pdf	17.4 KB
Total files 39