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IGTC01CS - Managing a Customer Service Team (EN)
01 - Introduction
01 - Elevating a customer service team (1:08)
02 - 1. Defining Outstanding Service
02 - Selecting customer service goals (4:10)
01 - Developing service standards (3:21)
03 - Aligning a team around outstanding service (3:00)
03 - 2. Evaluating Service Quality
02 - Exploring the voice of customer feedback (3:26)
01 - Understanding how “icebergs” can sink service (4:00)
03 - Improving service quality (4:14)
04 - 3. Identifying Obstacles to Outstanding Service
01 - Exploring how incentives can hurt service (2:19)
02 - Fixing broken service systems (3:31)
03 - Empowering employees (3:13)
04 - Helping employees prioritize great service (2:58)
05 - 4. Optimizing Service Delivery
01 - Putting customer value first (3:09)
02 - Balancing speed and quality (3:50)
03 - Developing service channels (3:20)
04 - Scheduling customer service employees (3:28)
06 - 5. Calculating the Cost of Poor Service
02 - Exploring the escalating costs of service failure (3:33)
01 - Connecting service to the bottom line (3:18)
07 - 6. Elevating Team Service
01 - Exploring the manager-s paradox (2:54)
02 - Getting a team obsessed with service (1:44)
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02 - Getting a team obsessed with service
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