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Manage Customer Service Team

Manage a Customer Service Team
23
Oct
$39.99 $29.99

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.

We believe it’s vitally important to come up with a set of core values that define your business. Ask yourself, will you live by your core values in both good times and bad? If the answer is yes, then that’s a strong start to building and maintaining a culture that you and your employees actually want to work in.

Empower employees.

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.

Create trust.

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.

Dream big.

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.

Course Content

Total learning: 27 lessons Time: 10 weeks

Instructor

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"Outstanding leaders go out of their way to boost the self-esteem of their personnel. If people believe in themselves, it's amazing what they can accomplish." --Sam Walton

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$39.99 $29.99
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