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Lynda - Managing a Customer Service Team

  • 收录时间:2018-04-09 19:48:49
  • 文件大小:522MB
  • 下载次数:96
  • 最近下载:2021-01-10 20:44:14
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文件列表

  1. 007 Understanding how 'icebergs' can sink your service.mp4 27MB
  2. 024 Exploring the escalating costs of service failure.mp4 25MB
  3. 005 Setting customer service goals.mp4 24MB
  4. 012 Understanding why serving customers is hard.mp4 24MB
  5. 013 Exploring how incentives can hurt service.mp4 24MB
  6. 026 Exploring the manager`s paradox.mp4 23MB
  7. 010 Responding to online complaints.mp4 22MB
  8. 023 Getting first-contact resolution.mp4 22MB
  9. 011 Improving service quality.mp4 22MB
  10. 020 Managing multiple service channels.mp4 22MB
  11. 014 Fixing broken service systems.mp4 22MB
  12. 008 Learning why customers don`t complain.mp4 21MB
  13. 003 Creating a customer service vision.mp4 21MB
  14. 009 Exploring the voice of customer feedback.mp4 20MB
  15. 021 Scheduling customer service employees.mp4 19MB
  16. 017 Putting customer value first.mp4 19MB
  17. 015 Empowering employees.mp4 19MB
  18. 018 Balancing speed and quality.mp4 18MB
  19. 022 Connecting service to the bottom line.mp4 18MB
  20. 025 Making a business case to invest in service.mp4 18MB
  21. 004 Developing service standards.mp4 17MB
  22. 019 Developing your service channels.mp4 16MB
  23. 016 Helping employees prioritize great service.mp4 14MB
  24. 006 Aligning the team around outstanding service.mp4 14MB
  25. 027 Getting your team obsessed with service.mp4 13MB
  26. 002 What to know before watching this course.mp4 11MB
  27. 001 Welcome.mp4 7MB
  28. Exercise Files/04_03_ Service Channels Worksheet.pdf 61KB
  29. Exercise Files/00_02_ Learning Plan Worksheet.pdf 53KB
  30. Exercise Files/01_03_ SMART Goals Worksheet.pdf 32KB
  31. Exercise Files/06_02_ Customer Service Resource List.pdf 32KB
  32. Exercise Files/01_04_ Alignment Check Worksheet.pdf 31KB
  33. Exercise Files/02_02_ Complaint Obstacles Worksheet.pdf 30KB
  34. Exercise Files/02_05_ Service Quality Improvement Worksheet.pdf 30KB
  35. Exercise Files/05_03_ Service Failure Cost Worksheet.pdf 29KB
  36. Exercise Files/01_01_ Customer Service Vision Worksheet.pdf 29KB
  37. Exercise Files/05_01 Business Linkage Worksheet.pdf 28KB
  38. Exercise Files/03_03_ Service Systems Worksheet.pdf 28KB
  39. Exercise Files/04_02_ Numbers Game.pdf 17KB