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Soft skills training >Human Resources, Supervisors and Managers Training Library > Managing Customer Service
 
Customer Service Training: Managing Customer Service  
   
The need for leading, promoting and enhancing a customer-focused culture is essential within every organization. This workshop will provide you with an opportunity to explore your responsibilities within your role as a customer service agent.  As you discuss the various skills and techniques, draw from your own personal and varied experiences to share elements of reward and challenge.  Consider this workshop as a “re-energizing time" to build and expand from where you are now.  
Course objectives :  
Identify ways to establish the links between excellence in customer service and your business practices, and policies.  
Identify how to organize assets to best serve customer needs  
Develop the skills and practices that are essential elements of a customer service focus.  
Develop a culture that will motivate employees to perform and to be engaged in meeting customer needs.  
Recognize who the customers are and what they are looking for  
Develop strategies for creating customer satisfaction in whatever business units they work within.  
Recognize how to identify customer service errors and how to recover from them  
Duration: 1 days  
Workshop topics:  
Who our customers are and what they expect  
Sustaining an individual level of engagement  
Communication skills  
Appropriate sharing  
Self-image & first impressions  
Effective leadership  
Situational leadership  
Developing your leadership style  
Managing employee engagement  
Your role as a coach  
Developing a Service Management System  
Problem people and situations  
The materials that participant will receive include:  
Student work book  
Classroom Exercises and Case study- Decision making and problem solving scenarios (these exercises are in the student workbook)  
Hand outs-  Certificate of achievement  
Recommended reading book list  
Class evaluation  

 

 
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