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Leading Customer Service

ID : 1362   
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This program will demonstrate how to create a culture of customer service excellence with a 4 step process of defining your culture, bringing the right professionals to the organization, training processes to support the culture, as well as holding people accountable for behaviors. You will learn how to successfully hire and onboard your customer service team with strategies to develop a hiring process designed for exceptional customer service. As a current or prospective leader you will also gain the skills to productively manage a customer service team through empowerment, achieving transparency, and working as a team. Professionals will develop the knowledge to evaluate customer service with several methods including customer service surveys, customer satisfaction score, net promoter score (NPS), customer effort score (CES), social media monitoring, and mystery shopping and how to collect the appropriate data to ensure success of the organization. 

Class Details

1 Sessions
Weekly - Thu

Iowa Valley Continuing Education

TBA Instructor 



Registration Closes On
Wednesday, April 17, 2019 @ 11:59 PM

Schedule Information

Date(s) Class Days Times Location Instructor(s)
4/18/2019 - 4/18/2019 Weekly - Thu 1:00 PM - 4:00 PM Marshalltown, Iowa Valley Continuing Education  Map, Room: 610 TBA Instructor