- Hi, I'm Brad Cleveland.
Welcome to Customer Service Leadership.
There has never before been a time
where customer service has been more important.
And while many principles of leadership are universal,
there are dynamics that are unique to customer service
that we've got to understand to be effective as leaders.
And that's the direction we'll go with this course.
The course is divided into four chapters.
In the first we'll cover key steps
required to build a strong foundation
for effective customer service.
In the second we'll look at important aspects
of engaging with customers,
including developing a service strategy,
creating customer advocates, and others.
In the third chapter we'll turn to what it takes
to build a strong approach,
including cultivating an engaged team,
how and where to make improvements, and other topics.
In the last chapter we'll explore
the importance of celebrating
and look at the highest level of leadership,
the greatest impact you can have.
Leadership's a lifelong pursuit,
but it's my hope this course will provide
a solid framework you can use
to identify the most relevant issues,
make the most of the opportunities you have as a leader,
and maybe even boost your career.
Thanks so much for joining me.
I'm excited about our time together.