Lynda - Managing a Customer Service Team

mp4   Hot：89   Size：521.85 MB   Created：2017-09-19 04:36:40   Update：2019-05-05 13:26:05  

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File List

  • 007 Understanding how 'icebergs' can sink your service.mp4 27.19 MB
    024 Exploring the escalating costs of service failure.mp4 25.12 MB
    005 Setting customer service goals.mp4 23.89 MB
    012 Understanding why serving customers is hard.mp4 23.69 MB
    013 Exploring how incentives can hurt service.mp4 23.58 MB
    026 Exploring the manager`s paradox.mp4 23.2 MB
    010 Responding to online complaints.mp4 22.15 MB
    023 Getting first-contact resolution.mp4 22.14 MB
    011 Improving service quality.mp4 21.95 MB
    020 Managing multiple service channels.mp4 21.9 MB
    014 Fixing broken service systems.mp4 21.79 MB
    008 Learning why customers don`t complain.mp4 21.38 MB
    003 Creating a customer service vision.mp4 20.58 MB
    009 Exploring the voice of customer feedback.mp4 20.08 MB
    021 Scheduling customer service employees.mp4 19.05 MB
    017 Putting customer value first.mp4 19.02 MB
    015 Empowering employees.mp4 18.83 MB
    018 Balancing speed and quality.mp4 17.99 MB
    022 Connecting service to the bottom line.mp4 17.65 MB
    025 Making a business case to invest in service.mp4 17.58 MB
    004 Developing service standards.mp4 17.24 MB
    019 Developing your service channels.mp4 16.01 MB
    016 Helping employees prioritize great service.mp4 14.33 MB
    006 Aligning the team around outstanding service.mp4 14 MB
    027 Getting your team obsessed with service.mp4 12.53 MB
    002 What to know before watching this course.mp4 11.15 MB
    001 Welcome.mp4 7.45 MB
    Exercise Files/04_03_ Service Channels Worksheet.pdf 60.51 KB
    Exercise Files/00_02_ Learning Plan Worksheet.pdf 53.06 KB
    Exercise Files/01_03_ SMART Goals Worksheet.pdf 32.42 KB
    Exercise Files/06_02_ Customer Service Resource List.pdf 31.68 KB
    Exercise Files/01_04_ Alignment Check Worksheet.pdf 31.04 KB
    Exercise Files/02_02_ Complaint Obstacles Worksheet.pdf 30.04 KB
    Exercise Files/02_05_ Service Quality Improvement Worksheet.pdf 29.78 KB
    Exercise Files/05_03_ Service Failure Cost Worksheet.pdf 29.27 KB
    Exercise Files/01_01_ Customer Service Vision Worksheet.pdf 29.22 KB
    Exercise Files/05_01 Business Linkage Worksheet.pdf 28.36 KB
    Exercise Files/03_03_ Service Systems Worksheet.pdf 27.61 KB
    Exercise Files/04_02_ Numbers Game.pdf 16.98 KB

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