Managing the Customer Service Team

Learning path: Job Skills Pro

Duration: 1 Day(s).

Course Overview

To achieve business success, it is important to promote and shape organizational values in the field of customer service. Within this course, you'll learn how to recognize areas of responsibilities in your leadership role -- supervisor or manager - when managing a customer service environment.

Endorsed by

 

Learning Objectives

  • Find ways to retain the balance between striving for excellence and maintaining your business policies and practices.
  • Develop and hone your skills as a customer service manager.
  • Identify employees' needs in order to truly engage them.
  • Identify customer types and what each type is looking for.
  • Learn strategies that will both engage employees and satisfy customers' needs on their team.

Target Audience
Customer service managers, team leaders or supervisors
Format
Instructor-led


 


Course Calendar

Nothing Yet !

Course Outline

Title
Unit One: Six Vital Elements of Customer Service
Element One: A Customer Service Focus
Element Two: How Your Organization Sets Customer Expectations
Element Three: How Well Employees Deliver Customer Service
Element Four: How Quickly and Accurately You Solve Problems
Element Five: Measure What Matters
Element Six: Reinforce Customer Service Excellence
Measuring Customer Service in Practice
Unit Two: The Essence of Leadership
Situational Leadership
Understanding Your Natural Style
Managing Performance
Onboarding Employees
Unit Three: Five Practices Great Leaders Follow
Challenge, Inspire, and Enable
Be a Role Model and Show Heart
What Practice Is This?
Pre-Assignment Review

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