Need specific training for you or your team now?

Brad’s LinkedIn Learning online courses can guide you to find solutions to pressing problems, equip leaders with the knowledge they need to make the best decisions, and provide all members of your team with the skills they need to drive success in your service organization.

Customize courses for your organization. Contact Brad for online or in-person seminars personalized to meet your needs.

Contact Brad

Featured Video

Customer Service Leadership

This practical course covers how to align customer service with company goals, identify and meet customer expectations… READ MORE >

This practical course covers how to align customer service with company goals, identify and meet customer expectations, cultivate an engaged team, and get the support and resources you need. Whether your approach involves in-person services, contact centers, social media, self-service, or any combination, this course is designed to get you up to speed fast on the factors essential for success.

Access Now

Customer Service Strategy

Given fast-evolving customer expectations, every organization needs an effective customer service strategy to guide operations… READ MORE >

This practical course covers how to align customer service with company goals, identify and meet customer expectations, cultivate an engaged teGiven fast-evolving customer expectations, every organization needs an effective customer service strategy to guide operations and decisions. In this course, you will 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 over time, and make updates to keep your strategy current.

Access Now

Quality Standards in Customer Service

This course provides the practical know-how and real-life examples you need to establish quality standards… READ MORE >

This course provides the practical know-how and real-life examples you need to establish quality standards. Divided into three sections, the course covers quality and customer service definitions, quality standards for individuals, and quality standards for the overall organization. You will learn how to implement a process, measure progress, and effectively coach employees, so that your entire team performs at its very best.

Access Now

Managing a Customer Contact Center

In this course, you will learn the components of a customer access strategy and the forces that make contact centers unique… READ MORE >

This course provides the practical know-how and real-life examples you need to establish quality standards. Divided into three sections, the course covers quality and customer service definitions, quality standards for individuals, and quality standards for the overall organization. You will learn how to implement a process, measure progress, and effectively coach employees, so that your entire team performs at its very best.

Access Now

Customer Advocacy

Learn why customer advocacy is important, how to develop employees who are customer advocates, and… READ MORE >

Learn why customer advocacy is important, how to develop employees who are customer advocates, and how to use the voice of the customer (VOC) to inform strategies across functions. This courses reveals a proven model for creating an effective customer advocacy initiative, which includes capturing customer insights, prioritizing action items, and turning customers into promoters of your products and services.

Access Now

Service Metrics for Customer Service

This course covers, in a step-by-step fashion, why metrics are important, which metrics matter the most… READ MORE >

This course covers, in a step-by-step fashion, why metrics are important, which metrics matter the most, how to interpret results, and examples of how successful organizations leverage metrics to improve decisions and performance. This course provides practical know-how, real-life examples, and guidance for implementing and using the right metrics and establishing meaningful goals for your service operation.

Access Now

Customer Service: Managing Customer Feedback

This course provides a step-by-step approach to collecting, tracking, and using customer feedback… READ MORE >

This course provides a step-by-step approach to collecting, tracking, and using customer feedback. You will learn how to respond to positive and negative feedback, track trends over time, and put feedback into action. This course equips you to harness customer feedback to improve the experience customers have and to drive improvements to your products, services, and processes.

Access Now

Calculating the Value and ROI of Customer Service

Understanding the value of customer service, and being able to measure that value, will empower you to demonstrate… READ MORE >

Understanding the value of customer service, and being able to measure that value, will empower you to demonstrate return on investment (ROI) for your organization. Learn how to quantify the value of customer service, then dive into methods that apply to your unique environment. This course is designed to equip you and your team to make decisions that are right for your customers and your organization.

Access Now

Customer Service: Working in a Customer Contact Center

This course introduces contact center and service desk employees to skills and knowledge essential for success… READ MORE >

This course introduces contact center and service desk employees to skills and knowledge essential for success. Key topics include customer expectations, culture, workload, service level, quality, schedules, performance metrics, accountability, ethics, and teamwork. The course reinforces the power of one (the impact of each person) and provides valuable tips for handling tough customers, building a customer-focused culture, and enjoying your job.

Access Now

Customer Service: Motivating Your Team

This course shows you how to bring out the best in every member of your team, using proven motivation… READ MORE >

This course shows you how to bring out the best in every member of your team, using proven motivation and employee engagement techniques. Learn how coaching can help you develop stronger relationships and how to leverage incentives that really work. Positive results depend on effective leadership, so this course identifies the skills you need to build an organization that thrives. Each section is filled with real-world examples and tips to get your team from good to great.

Access Now

Courses Available in Other Languages:

Spanish

Normas de calidad en el servicio de atención al cliente Access Now >
Cómo dirigir el servicio de atención al cliente Access Now >

Portuguese

Liderança no Atendimento ao Cliente Access Now >
Como Estabelecer Padrões de Qualidade no Atendimento ao Cliente Access Now >

Chinese

客户服务的质量标准 Access Now >
客户服务领导力 Access Now >