CX Courses That Drive Results
Flexible Learning. Real World CX Impact.
Brad offers a comprehensive suite of training options to enhance your organization’s customer experience capabilities. Access Brad’s extensive LinkedIn Learning courses library, featuring expert-led training on customer experience, leadership, AI integration, and service excellence.
LinkedIn Learning Course Directory
Championing the Customer in Everything You Do
Most people agree that focusing on customers is extremely important, but how do you actually deliver an experience that customers will remember? This course, appropriate for every role, will prepare you to consistently prioritize and enhance the customer experience across all interactions and functions.
Using AI for Customer Service Managers
While AI has been part of the customer service industry for years, the advent of newer technologies will have an even greater impact. In this course, you’ll learn how to leverage AI in customer service, with a focus on foundations and principles that can help ensure your success.
Customer Service: How to Manage Your Customer Queues
In this course, you will be empowered to navigate and respond effectively to customer queues. Find out how to build an escalation plan for responding to customer queues that are building. Plus, explore effective practices you can use, individually and as a team, to serve customers in a dynamic environment.
Contact Center Leadership
Explore how to align contact center services with your organization’s goals, identify and meet customer expectations, cultivate an engaged team, and get the support and resources you need. Brad shows you proven approaches, pitfalls to avoid, and real-life examples that give you more confidence as you set a direction that is right for your customers, employees, and organization.
The 10 Pillars of Customer Experience
When everyone understands customer experience and the key pillars that support it, powerful enthusiasm, alignment, and collaboration tend to follow. Learn what customer experience is and 10 key pillars that, together, create a positive customer experience.
Customer Experience Leadership
Explore how to establish, maintain, and continue to improve upon customer experience. You will learn how to communicate your vision and goals and how to engage your employees in building CX success. Boost the strategic value of listening, telling your customer’s story, and building a culture of customer advocacy.
Customer Service Leadership
This 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.
Customer Service Strategy
Given 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.
Quality Standards in Customer Service
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.
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: random workload arrival, the visible or invisible queue, and the seven factors of customer tolerance. You will learn how to plan your resources effectively so you can develop accurate forecasts. You will also discover how to maximize the quality and value of your contact center.
Customer Advocacy
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 course 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.
Service Metrics for Customer Service
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.
Customer Service: Managing Customer Feedback
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.
Measuring the Value of Customer Service
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.
Customer Service: Working in a Customer Contact Center
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.
Customer Service: Motivating Your Team
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.
CX Education That Speaks Your Language
Italian
Leadership dell’assistenza clienti Access Now >
Leadership per l’esperienza cliente Access Now >
Standard di qualità nell’assistenza client Access Now >
French
Repositionner le client au coeur de la stratégie Access Now >
Dutch
Kwaliteitsnormen voor klantenservice Access Now >
Leiderschap in klantervaring Access Now >
Leiderschap op het gebied van klantenservice Access Now >
German
Customer Advocacy: Von der Kundenorientierung zur Kundenfürsprache Access Now >
Spanish
Cómo dirigir el servicio de atención al cliente Access Now >
Polish
Portuguese
Turkish
Need training tailored to your team?
Brad also delivers custom training and workshops designed specifically for your organization. We adapt the most relevant content from his courses to your unique goals, industry, and challenges. ➡️
When Customer Experience Matters, Top Brands Turn to Brad
Empower Your Team. Elevate Customer Experience.
Invest in training that drives results. Whether through on-demand courses or customized programs, Brad Cleveland equips your team with the knowledge and skills to excel in today’s competitive landscape.
