Customer Service - Brad Cleveland

Principle #5: Customer Service Initiatives Can Lead to Significant Strategic Value

Feb 10, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

Customer service initiatives have enormous potential to improve customer experience and boost strategic value. For example, customer service can provide the broader organization with powerful insight on customers, products, services and processes. When this...

Three Overarching Levels of Value in Customer Service

Jan 29, 2021 | Call Center, Contact Center, Customer Service, Leadership, LinkedIn Learning

As you begin to explore the value and ROI of customer service, I encourage you to ask your team, “How does customer service create value?” You’re probably going to get a range of answers. Some may say, “Customers that get great service tell...

Principle #3: The Process Is Where the Leverage Is

Jan 6, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Quality Management

The third principle in this series, Improving Quality and Performance in Customer Experience, focuses our attention on the bigger picture – the processes within an organization. A process is a “system of causes.” (Note: in the context of quality and process...

Standards for the Service Operation: Quality and Value

Dec 30, 2020 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Quality Management

Establishing the right quality standards for your organization is essential to delivering efficient and effective service. In my LinkedIn Learning course “Quality Standards in Customer Service,” I outline four quality standards that can help you define...

Principle #2: Quality and Access to Service Work Together

Dec 18, 2020 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Quality Management

In customer experience, when service is required, quality of service and access to it are inextricably associated with, and complementary to, each other. Accessibility is an enabler. When customers wait too long, they will often verbalize their criticisms when they...