| Soft skills training >Human Resources, Supervisors and Managers
Training Library > Managing Customer Service |
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| Customer Service Training: Managing Customer Service |
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| 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. |
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| Course objectives : |
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Identify ways to establish the links between excellence in customer service and your business practices, and policies. |
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Identify how to organize assets to best serve customer needs |
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Develop the skills and practices that are essential elements of a customer service focus. |
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Develop a culture that will motivate employees to perform and to be engaged in meeting customer needs. |
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Recognize who the customers are and what they are looking for |
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Develop strategies for creating customer satisfaction in whatever business units they work within. |
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Recognize how to identify customer service errors and how to recover from them |
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| Duration: 1 days |
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| Workshop topics: |
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Who our customers are and what they expect |
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Sustaining an individual level of engagement |
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Communication skills |
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Appropriate sharing |
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Self-image & first impressions |
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Effective leadership |
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Situational leadership |
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Developing your leadership style |
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Managing employee engagement |
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Your role as a coach |
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Developing a Service Management System |
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Problem people and situations |
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| The materials that participant will receive include: |
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Student work book |
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Classroom Exercises and Case study- Decision making and problem solving scenarios (these exercises are in the student workbook) |
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Hand outs- Certificate of achievement |
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Recommended reading book list |
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Class evaluation |
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