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Customer Service Management: Leading a Customer-Centric Team
Create a customer-forward culture and lead a team to successPreview the first lesson free — get full access to all 6 lessons.
Intermediate Provider : Christina Atwater 6 Lessons · 19m in Arabic, German, English, Spanish, French, Portuguese, Chinese
Course Description
In this course about Leading a Customer-Centric Team, you’ll discover how customer-centric organizations are developed by prioritizing the customer. It is the manager’s responsibility to develop that team through training, coaching, and a focus on culture. In this course, you’ll learn how to create a customer-centric experience by understanding customer personality types and the best ways to serve each.
Creating an ideal customer experience has been shown to increase customer retention rates. One of the best ways that we can create a customer-centric experience is by moving away from one-size-fits-all solutions and allowing for a more unique or personalized experience. This can be done by defining customer-centricity, then developing methods that will help a team support the customer. As part of this exploration, a spotlight on emotional intelligence of the manager is considered. This course will help you better understand your customer and measure their experience.
What You'll Learn
- Develop a customer-forward culture that leads to success based on customer personality traits
- Define customer-centricity and how to create a customer-centric culture
- Apply a goal-setting technique that can be customized for each employee
- Define emotional intelligence and how it can impact the customer service manager
- Identify customer personality types and the best ways to serve each
- Coach and motivate your team to support the customer
Key Takeaways
- Customer-centric organizations are developed by prioritizing the customer.
- It is the manager's responsibility to develop the team through training, coaching, and a focus on culture.
- Creating an ideal customer experience has been shown to increase customer retention rates.
- A customer-centric experience is created by moving away from one-size-fits-all solutions toward a more unique or personalized experience.
- A spotlight on the emotional intelligence of the manager is part of leading a customer-centric team.
Frequently Asked Questions
Who is this course for?
It is designed for managers responsible for developing a customer-centric team through training, coaching, and a focus on culture.
What will I learn in this course?
You will learn how to create a customer-centric experience by understanding customer personality types and the best ways to serve each, define customer-centricity, consider a customizable goal-setting technique for each employee, and understand emotional intelligence and its impact on the customer service manager.
What topics does the course cover?
The course covers What is Customer-Centricity?, Creating a Customer-Focused Culture, Coaching and Motivating Your Team, and Managing with Emotional Intelligence, followed by a Test Your Knowledge section.
How does a customer-centric experience benefit an organization?
Creating an ideal customer experience has been shown to increase customer retention rates.
