My new training video on lynda.com is aimed squarely at helping customer service leaders elevate their team’s performance.

The course is called Managing a Customer Service Team.

It covers the fundamentals of leading a customer service operation and features the same advice I give to my clients. 

Topics include:

• Clearly defining outstanding service for employees
• Evaluating service quality
• Identifying obstacles to outstanding service
• Aligning resources to optimize service delivery
• Calculating the cost of poor service

The course was produced by lynda.com. If you aren’t familiar with them, they’re an online learning company that offers a fabulous library of video-based training programs.

One of the course’s strengths is its broken into short video segments. Each is generally three to five minutes long. This allows you to watch part of the course, apply some of the exercises in each segment, and then come back for more at a later time.

Here's a sample module that focuses on identifying icebergs - small problems that can easily become big ones.

This is my fifth training video on lynda.com. Other customer service courses include Customer Service Fundamentals and Leading a Customer-centric Culture.

I’ve also authored two courses on instructional design. One is on conducting a training needs analysis and the other provides an introduction to adult learning theory.

A subscription is required to view an entire course. If you don’t have one already, I can offer you a free 10-day trial. Click here or on the banner below.