Customer Service Strategy – Brad Cleveland

Given fast-evolving customer expectations, every organization needs an effective customer service strategy to guide operations and decisions. Your service strategy is the bridge between the organization’s vision and mission—and the decisions and actions that happen every day. Join Brad Cleveland in this course and learn how to develop and execute an effective customer service strategy for your organization and team. Learn the seven steps of the strategic planning process, involving vision, customer access, talent, processes, technology, investments, and innovation. Plus, discover how to put your strategy to work, measure its effectiveness overtime, and make updates to keep your strategy current.

Topics include:

• What is customer service strategy?
• Identifying customer expectations
• Strategic planning
• Investing in skills, leaders, and technology
• Encouraging innovation
• Putting the strategy to work

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