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Managing Customer Service
Duration
1 Day
Course
VS-s2114
Available Formats
Classroom Training, Online Training
Course Description
Overview
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 participants with opportunities to explore their responsibilities within their role as a leader (supervisor or manager) in a customer service environment.Objectives
This one-day workshop will help you teach participants:
- How to identify ways to establish links between excellence in customer service and your business practices and policies.
- How to develop the skills and practices that are essential elements of a customer service-focused manager.
- How to recognize what employees are looking for to be truly engaged.
- How to recognize who the customers are and what they are looking for.
- How to develop strategies for creating engaged employees and satisfied customers in whatever business units you manage.
Topics
Course Overview
- You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.
- The morning of the course will be spent exploring the six critical elements of customer service:
- A customer service focus
- Procedures
- Culture
- Problem-solving
- Measurement
- Reinforcement
- Next, participants will explore what leadership is all about. Paul Hersey and Ken Blanchard’s Situational Leadership II® model will be discussed, as well as Robert Greenleaf’s concept of servant leadership. Techniques for managing performance and conducting onboarding and orientation will also be discussed.
- This session explores the five leadership practices developed by James Kouzes and Barry Posner in The Leadership Challenge.
- At the end of the course, students will have an opportunity to ask questions and fill out an action plan.
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Self-Paced Training Info
Learn at your own pace with anytime, anywhere training
- Same in-demand topics as instructor-led public and private classes.
- Standalone learning or supplemental reinforcement.
- e-Learning content varies by course and technology.
- View the Self-Paced version of this outline and what is included in the SPVC course.
- Learn more about e-Learning
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