Leadership Training for
Customer Support
24th March 2020Exclusively online
You missed it! Watch this space for another session!
Exclusively online
Build
a quality program to consistently deliver world-class support, elevating your CSAT and NPS
Hone
data management skills and story-telling to the wider business
Understand
how your Customer Support department can contribute and escalate business revenue
Gain
actionable leadership and people management philosophies that they can immediately implement in your service team
Identify
measures of success within the support team and beyond
Ensure
customers are served well, by people who understand their needs and respond empathically to them
AND...
cultivate an instant network of peers in similar positions in other organisations!
Sessions schedule
Session 1
How other businesses do support
How you can help your team grow their roles in the support organisation
How you can retain staff by building their roles laterally
Session 2
What to do instead of just blindly tracking the metrics your tools can give you
How to choose the right metrics
How to ask the right questions
Session 3
How different business functions have different priorities and how support can relate to them
How to break down silos and build effective collaborations between business functions
Session 4
How, and why, to shift the perception of CS from backwater, to key part of the business
How to use data-driven stories to increase value perception of support in the organisation
When and how to measure customer satisfaction, the problems with it & what CSAT really means
Session 5
What's the huge, un-ignorable problem with all customer satisfaction surveys
What you need to do to begin to rectify that problem
What good support looks like, and who is the best judge whether your organisation is delivering it
Why good support is important, not just to the business and the customer, but also to your agents