Consider any aspect of improving customer service you want. Let’s say handling service issues correctly the first time so that there’s no unnecessary additional work. You’ll soon discover that there’s more to it than may at first meet the eye. Is the answer training, better systems, different policies? All are interrelated and part of the process. By better understanding processes, your team will be equipped to make improvements that are truly effective and sustainable.

This video, from my LinkedIn Learning course “Customer Service Leadership,” will help you look at customer service processes and where to focus your improvement efforts.