- There are a few things that are helpful to know
before watching this course.
First, it's for anyone who wants to have
a better understanding of leadership in customer service.
You might be a senior-level leader
with overall responsibility for customer experience.
You might be heading a customer service project
or an initiative, or have leadership responsibility
within a support function, such as marketing or training.
You may be directly in charge of customer service,
or in a role such as supervisor.
Maybe you're an entrepreneur with a startup that's ready
for a more robust approach to customer service.
Or maybe you're where I was when I started my career.
I wasn't in leadership yet,
but I've devoured everything I could on the topic
because I knew that's where I wanted to go.
The content applied to any industry,
and really any type of organization,
from small company to a large enterprise.
Yours can be in the private or public sector,
and your customers can be external or internal.
The chapters build on one another.
In fact, all of the topics, from setting direction
to engaging with customers and building a team
are interrelated.
I encourage you to view them as different aspects
of a holistic approach to customer service leadership.
Throughout the course I'll cite examples and include
various types of customer service, including face-to-face,
such as retail or other in-person settings,
contact centers where customers interact
with the organization through phone, chat, video,
or social media, and others.
There are many possible terms fro those involved
in providing customer service, including agent, associate,
team member, employee, and others,
and I intend to use them interchangeably.
I also use terms such as organization, company, firm,
operation, and others, so you can just translate them
into whatever's a fit.
Finally, if you'd like to further explore any of the topics
we cover, we created a guide to additional resources
in the exercise files.
So let's get started.