Customer Service Leadership

Fast-evolving customer expectations, emerging service channels, hybrid work arrangements, and the multifaceted nature of delivering service are just a few of the developments you'll face as a customer service leader. In this practical course, Brad Cleveland covers how to align customer service with your organization's goals, identify and meet customer expectations, cultivate an engaged team, and get the support and resources you need. Brad explains why effective customer service leadership is so important, then walks you through aligning service with your organization’s vision, understanding customer expectations, establishing a key performance indicator, and boosting the value of customer service. He also shows you how to engage with customers, build a strong service approach, and reach your organizational potential.