Customer Service Excellence for Leaders Webinar

Learn how the customer’s experience can be included in the organization’s customer service delivery.

• Explain the value that customer service provides in retaining customers and improving the customer experience
• Calculate actual lifetime customer value and know how it affects the bottom line
• Understand the ways poor customer service causes indirect damage to your brand
• Identify when and where customer engagement occurs within the organization and how it relates to what the customers experience
• Ensure that broader organizational goals are reflected in how customer service and engagement are conducted

Leading a team within an organization centered on the customer’s expectations requires an alignment of team goals and mission to the needs of the customer service culture.

• Discuss how clearly defining values, the mission and leader accountability contribute to a culture of customer service excellence within the organization
• Identify the characteristics of a customer service culture and recognize features your team and organization may be lacking
• Develop a long-term plan for sustaining the organizational commitment to a customer service culture
• Learn how to empower employees and grow enthusiastic, successful and loyal teams
• Explain why servant leadership is key to a thriving customer service culture

Great leaders can use various continuous improvement methods to improve both internal and external customer service. 

• Discuss how to use training and indicators to improve internal customer satisfaction and deliver continuous improvement
• Describe how to analyze the customer and create customer-focused organizational changes
• Write a plan for delivering continuous improvement in the organization by monitoring internal and external satisfaction indicators
• Identify when training or operational change is necessary to improve external customer satisfaction