Managing Customer Service (vs)

  • Training Time: 1 day, 9:00 am to 5:00 pm
  • Inclusion: Participants Manual and Certificate of Completion

The need to lead, model, and promote the organizational values within a customer service environment is essential for business success. This one-day workshop will provide you with opportunities to explore your responsibilities within your role as a leader (supervisor or manager) in a customer service environment.

Learning Points
  • Identify ways to establish links between excellence in customer service and your business practices and policies
  • Develop the skills and practices that are essential elements of a customer service-focused manager
  • Recognize what employees are looking for to be truly engaged
  • Recognize who the customers are and what they are looking for
  •  Develop strategies for creating engaged employees and satisfied customers in whatever business units you manage.
Course Outline

Managing Customer Service – Module 1
Getting Started

  • Course Overview
  • Workshop Objectives

Managing Customer Service – Module 2
Six Critical Elements

  • Element 1: Customer Service Focus
  • Element 2: Defined in Your Organization
  • Element 3: Given Life by the Employees
  • Element 4: Problem Solving
  • Element 5: Measure It
  • Element 6: Reinforce It

Managing Customer Service -Module 3
Understanding Leadership

  • About Leadership
  • Understanding Your Comfort Zone
  • Managing Performance
  • Servant Leadership
  • Onboarding and Orientation

Managing Customer Service – Module 4
Five Practices of Leadership

  • Challenging, Inspiring, and Enabling
  • Modelling and Heart
  • Practices in Practice

Managing Customer Service – Module 5
Wrapping it up

  • Workshop Wrap-up
You Can Expect...
  • To learn about managing leadership and performance
  • To understand the five practices of leadership
  • To understand the six critical elements of customer service
You Need This If...
  • You want people in your organizations to stay customer focused
  • You need to redefine strategies for customer service
This Is About...
  • Service being a philosophy – not a department, a program or a policy
  • All members of a company understanding the concepts of providing service
  • Employees of a company understanding that they are all responsible for contributing to a reputation of excellence in customer service