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Build a Customer Service Dream Team
News of bad customer service reaches more than twice as many ears as praise for good service. With word of mouth spreading like wildfire over social media, your reputation is in customers’ hands.
So how do you ensure customers get the star treatment when they contact support? Zappos CEO Tony Hsieh was talking from experience when he said, “If your is culture right, other stuff like great customer service or building a long-term brand will happen on its own.”
When Zappos shifted focus from selling shoes to pleasing customers, employees became more engaged and passionate, customers were happier, and sales went through the roof. Other customer-service powerhouses such as Amazon (Zappos’ owner since 2009), Google, and, yes, Salesforce have found a winning formula in making culture and brand two sides of the same coin.
Central to exceptional customer service is the philosophy at the core of everything we’ve done. Every day, every employee works to be better than expected. We strive to wow our customers through amazing service while perfecting the experiences they have with us. The basic principles below have contributed to our success, guiding our teams to be the best at what they do.
Our team members are hired with the expectation that they will work in the best interest of our customers. Everyone is given the tools and authority to make decisions.
There’s no finish line when it comes to building trust with employees, customers, and partners. Honesty, transparency, and accountability are the guideposts for every decision and action we take in delivering quality customer service.
Unbounded imagination, genuine passion, and the right attitude will take us to the wonderful places we want to go. We aspire to make the impossible possible.
Managing a Customer Service Team Seminar 1
- Lesson 1 – Managing a Customer Service Team Introduction
- Lesson 3 -Creating a Customer Service Vision
- Lesson 2 – Things you should know about this course
- Lesson 4 – Developing Customer Service Standards
- Lesson 5 – Establishing Customer Service Goals
- Lesson 6 – Tools you can use to Align your team
- Lesson 7 – Learning about Warning Signs/ Icebergs
- Lesson 8 – Learning why Customers do not complain
- Lesson 9 – Various ways to collect Customer Feedback (VOC)
Managing a Customer Service Team Seminar 2
- Lesson 1 – Learning about online complaints
- Lesson 2 – Steps to elevate Customer Service
- Lesson 3 – Understanding why customers are hard
- Lesson 4 – Learning how incentivizing can hurt Customer Service
- Lesson 5 – Learning how to find broken service systems
- Lesson 6 – Learning why leaders don’t always empower employees
- Lesson 7 – Learning about how employees can prioritize their customers
- Lesson 8 – Learning how to put the customer’s value first
- Lesson 9 – Maximizing speed and quality when it comes to serving customers
Managing a Customer Service Team Seminar 3
- Lesson 9 – Managing a Customer Service Team Summary
- Lesson 1 – Introduction to Managing Multiple Service Channels
- Lesson 2 – Optimizing Service Quality over your Service Channels
- Lesson 3 – Steps to scheduling customer service
- Lesson 4 – Linking goals to those of the Executive
- Lesson 5 – Learning about First Contact Resolution
- Lesson 6 – Learning about hidden costs and identifying opportunities for improvement
- Lesson 7 – Learning about the process of making a business case to invest in service
- Lesson 8 – Steps to conquering the paradox