Managing Customer Service Training

Customer Service Training: Managing Customer Service

Program Overview

A customer service team is only as good as its manager. When leadership at the top fails, the team usually follows. This program is designed to give service leaders the tools they need to effectively manage a service team.

Program Objectives

At this program's conclusion, participants should be able to:

• Identify ways to establish links between excellence in customer service and 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 their customers are and what they are looking for.
• Develop strategies for creating engaged employees and satisfied customers.

The following outline highlights some of the course's key learning points. As part of your training program, we will modify content as needed to meet your business objectives. Upon request, we will provide you with a copy of the participant materials prior to the session(s).

Course Outline

How Did We Get Here?: Changes in Customer Service

To begin the day, participants will explore who their customers are and how that has changed during the years. They will then examine 12 conditions for creating excellence.

The Fundamentals: Communication Skills

This part of the program will help participants develop their listening and questioning skills - two cornerstones for managing great customer service. Next the course addresses two ways that we can pay better attention to others: attending and observing.

Follow Me: Leadership

This component focuses on a situational leadership model. Participants will take a test, score themselves, and then examine their styles in detail. They will then explore the key behaviors of great managers and how to engage different types of employees.

Let's Get Going: Developing a Service Management System

To wrap up the program, we will look at a team approach to customer service and specific actions participants can immediately take.

By the conclusion of this program, participants should understand the role of the service manager, how to establish standards, how to communicate those standards, and how to lead their teams to success.