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Coaching for Customer Service Training

customer service supervisor training

Coaching for Customer Service: Managing, Motivating, and Getting the Best Out of Front-line Employees

Course Outcomes

This coaching and supervision skills course for customer service managers will:

  • Explain how to set goals, standards, and hold people accountable for meeting expectations.
  • Suggest processes for holding meetings with staff.
  • Offer models and templates for coaching conversations and counseling sessions.
  • Provide clear guidance motivating different types of employees.

Available Formats

  • One-Day Course
  • Webinar

Course Overview

Hiring and training a constantly revolving customer-service staff costs organizations thousands of dollars each year. By learning to effectively coach and manage customer-service employees, an organization can reduce turnover, deliver better service, build a stronger customer-care culture, and save money. This dynamic program is designed for people who manage and supervise front-line employees whose job it is to regularly deal with the public.

Program Objectives

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

  • Identify first-rate customer service.
  • Recognize performance gaps.
  • Delegate tasks to others.
  • Set SMART goals for themselves and others.
  • Provide constructive feedback and follow up on goals and workgroup targets with subordinates.
  • Counsel employees who are not performing up to expectations.
  • Explain the impact of body language and vocal tones on communication.
  • Define the four basic behavioral styles and know how to adapt to each.
  • Capitalize on personal style for more effective communication.
  • List tactics for dealing with difficult behaviors.
  • Create an environment that is conducive to delivering exceptional service.
  • Develop an action plan to improve their supervision skills.

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 participant materials prior to the session(s).

Workshop Outline

Good Manager, Bad Manager: Which Do You Want to Be?
Training begins with a discussion of the qualities of both good and bad managers and supervisors and what can sabotage achieving success in a supervisory role. The trainer will place special attention on the challenges of managing those who regularly interact with customers.
Who Are You in the Zoo?: Understanding Different Communication Styles
Unit two shifts the focus inward to each participant's personal communication style. Using Business Training Works' signature diagnostic tool, The Communication Jungle, participants will learn to identify their own behavioral styles and those of their coworkers and subordinates in order to adjust for better coaching and communication.
Be SMART: Goal Setting for Peak Performance
Setting realistic, manageable goals is a critical skill for managers and supervisors to possess. This portion of the training explores the components of SMART goals and allows participants to practice writing goals and expectations for the people they supervise.
So, How Am I Doing?: Delivering Performance Feedback
Performance feedback should not only happen during an annual review. It should be part of the normal working relationship between managers and those they supervise. This segment explores the steps of giving both positive and negative feedback. Using case studies and real-life examples, participants will have the opportunity to practice giving feedback to subordinates.
Difficult Personalities and Difficult Situations: Dealing with Challenges
At this point, participants will create solutions to case studies that focus on difficult personalities and tough situations. From "negaholics" to backstabbers and whiners to minimal contributors, participants discuss ways in which to communicate and manage those whose actions make the process hard.
Pull out Your Pompoms: Becoming a Cheerleader without Being Cheesy
This program concludes with ideas for motivating a team to succeed. From competitions to raffles, this final lesson focuses on building camaraderie and the extra things customer-service managers can do to make their departments better.

By the end of this training, participants will be better able to supervise and manage those who work directly with customers. From coach to cheerleader, participants will understand what it takes to keep front-line employees motivated and performing at their best.

Questions This Page Answers About Coaching Skills Training for Customer Service Managers and Supervisors

  • Who offers a coaching and supervising skills course targeted to customer service managers?
  • Where can I find a management training course for my customer service supervisors?
  • What skills are needed to effectively manage the customer service function in an organization?
  • Where can I find a management seminar for my service supervisors?