LinkedIn Learning - Brad Cleveland

Customer Service Strategy: Avoid Common Pitfalls

Feb 14, 2020 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, LinkedIn Learning

Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.” He makes a great point. Developing strategies shouldn’t be an overly academic or formal exercise, with the result...

Quality Standards: As many as you need, but as few as possible

Jan 23, 2020 | Call Center, Contact Center, Customer Service, Quality Management

Can you have too much of a good thing? Well that can certainly be true with quality standards. If you have way too many, your team will become numb to them. My recommendation is to establish as many quality standards as you need, but as few as possible. In one of my...

The Edge of Service: Principles of Effective Budgeting

Nov 21, 2019 | Call Center, Contact Center, Customer Service, Leadership, LinkedIn Learning, The Edge of Service

It’s that time of the year, and as you head into budgets and budget presentations, I encourage you to make them as complete as they need to be — but as brief and to the point as possible. In a recent issue of The Edge of Service®, I include an excerpt from one...

Keeping Your Customer Advocates Engaged

Oct 10, 2019 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

Our customer advocates trust us. If they didn’t, they wouldn’t be advocates. They want that trust to continue and we need to do our part of this. Sadly, businesses lose advocates daily. Often, this stems more from neglect than from anything we do. The...

A Structured Approach to Customer Advocacy

Jun 27, 2019 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service

Customer advocacy has the potential to strengthen your organization and transform customers into enthusiastic brand advocates. But you have to unleash it, whether you’re developing customer advocacy within a team, a department, or across the organization,...