LinkedIn Learning - Brad Cleveland

It’s Time to Build Your Customer Service Strategy

Jan 30, 2025 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Leadership, LinkedIn Learning, Organization and Culture

Customer service strategies are different from one organization to the next, but in every successful organization, they serve as a bridge between the organization’s vision and mission and the decisions and actions that happen every day with customers. If you...

Quality Standards for Customer Service: Common Misconceptions

Jan 16, 2025 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, LinkedIn Learning, Quality Management

I’ve found there are several common misconceptions that can hamper the development and use of quality standards. One common misconception is that quality standards are overly rigid and scripted. Another common misconception is that quality standards for customer...

Effective Customer Service Strategies: 4 Key Factors

Dec 20, 2024 | Customer Experience, Customer Service, Leadership, LinkedIn Learning

As 2024 comes to a close, take some time to reflect on your customer service strategic direction. Is there a secret to ensuring that your customer service strategy is effective? Are there common denominators among organizations getting the best results? I’ve...

Champion the Customer: Make It Easy, Make It Happen, Show You Care

Dec 5, 2024 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, LinkedIn Learning

One of my newest LinkedIn Learning courses, Championing the Customer in Everything You Do, outlines the CENTERED approach – simple steps anyone can take to keep the customer front and center. This video discusses the second step: Engage proactively. Take a few minutes...

Reframing Customer Service: Three Levels of Value

Aug 8, 2024 | Customer Experience, Customer Relationships, Customer Service, LinkedIn Learning, Uncategorized

Customer service is only part of customer experience, but it’s a vital and strategic part. When effective, customer service makes it easy for customers to resolve issues, and provides extraordinary opportunities for listening and learning. In this video from my...

Using AI in Customer Service: Steps for Seamless Integration

Jul 26, 2024 | AI, Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Multi-channel Support

As customers, we’ve all experienced technologies that aren’t helpful or that create even higher levels of frustration. They offer many options, just none that we need. They force us to enter account numbers or other information that’s not passed...