The Resource Quality Standards in Customer Service., with Brad Cleveland, (online class)

Quality Standards in Customer Service., with Brad Cleveland, (online class)

Label
Quality Standards in Customer Service.
Title
Quality Standards in Customer Service.
Statement of responsibility
with Brad Cleveland
Creator
Contributor
Speaker
Subject
Language
eng
Summary
  • Learn how to establish quality standards in customer service, and improve loyalty, revenue, customer satisfaction, and employee engagement
  • "Customer service" can mean many different things, but there are unifying principles across all customer-facing operations. Whether yours is a contact center, face-to-face retail, social media group handling service issues, or other type of organization, this course provides the practical know-how, real-life examples, and the direction you need to get the most out of your quality initiatives. Watch and learn how to establish quality standards in customer service, and improve loyalty, revenue, customer satisfaction, and employee engagement. Brad Cleveland divides the lessons into three chapters, covering quality and customer service definitions, quality standards for individuals, and quality standards for the overall organization. Along the way, he shows how to implement a process, measure progress, and effectively coach employees
Cataloging source
lynda.com
Characteristic
videorecording
http://library.link/vocab/creatorName
Cleveland, Brad
PerformerNote
Presenter: Brad Cleveland. ["a", "Brad Cleveland is a globally-known customer strategy, management, and omnichannel services expert. A sought-after consultant and speaker, Brad has worked in 45 states and over 60 countries, and his clients have included many of today's service leaders—Apple, American Express, USAA, Google, and others. He has also advised governments in the United States, Australia, Germany, Canada, and the United Kingdom. Brad has authored eight books and is the recipient of an Amazon.com best-selling award. His books and articles have been translated into over a dozen languages, and he has appeared in media ranging from the Wall Street Journal and the New York Times to NPR's All Things Considered and others. He has received numerous industry awards in the customer service field, and was nominated for the prestigious Computerworld Smithsonian 21st Century Pioneering Award. In May 2012, Brad was recipient of ICMI's Inaugural Lifetime Achievement Award. One of the initial partners in and former president and CEO of the International Customer Management Institute (ICMI), Brad grew the firm into a global industry leader that is now part of United Business Media (London: UBM.L). Today, he is a busy consultant, writer, and speaker. Brad lives in Sun Valley, Idaho, with his wife, Kirsten, and their daughter, Grace. He is a private pilot, enjoys skiing and mountain biking, and has logged an estimated five million miles in travel."]
http://library.link/vocab/relatedWorkOrContributorName
Lynda.com (Firm)
Runtime
64
Technique
live action
Label
Quality Standards in Customer Service., with Brad Cleveland, (online class)
Link
http://www.lynda.com/Business-Skills-tutorials/Quality-Standards-Customer-Service/518755-2.html?org=spokanelibrary.org&utm_source=marc
Instantiates
Publication
Copyright
Note
11/30/2016
Carrier category
online resource
Carrier MARC source
rdacarrier
Color
multicolored
Content category
two-dimensional moving image
Content type MARC source
rdacontent
Dimensions
unknown
Form of item
online
Media category
computer
Media MARC source
rdamedia
Reformatting quality
access
Sound
sound
Specific material designation
remote
System control number
LDC518755
System details
Latest version of the following browsers: Chrome, Safari,Firefox, or Internet Explorer. Adobe Flash Player Plugin. JavaScriptand cookies must be enabled. A broadband Internet connection
Label
Quality Standards in Customer Service., with Brad Cleveland, (online class)
Link
http://www.lynda.com/Business-Skills-tutorials/Quality-Standards-Customer-Service/518755-2.html?org=spokanelibrary.org&utm_source=marc
Publication
Copyright
Note
11/30/2016
Carrier category
online resource
Carrier MARC source
rdacarrier
Color
multicolored
Content category
two-dimensional moving image
Content type MARC source
rdacontent
Dimensions
unknown
Form of item
online
Media category
computer
Media MARC source
rdamedia
Reformatting quality
access
Sound
sound
Specific material designation
remote
System control number
LDC518755
System details
Latest version of the following browsers: Chrome, Safari,Firefox, or Internet Explorer. Adobe Flash Player Plugin. JavaScriptand cookies must be enabled. A broadband Internet connection
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