Customer Service-Focused Manager: Managing Customer Service

LEARNING OUTCOMES:

• Identify ways to establish links between excellence in customer service and your 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 the customers are and what they are looking for.
• Develop strategies for creating engaged employees and satisfied customers in whatever business units you manage.

 

COURSE OVERVIEW & CONTENT:

"The customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him." - Mahatma Gandhi

The need to lead, model, and promote the organizational values within a customer service environment is essential for business success.

The Manager/ Supervisor play a crucial role in creating a positive experience for customers, which is essential for the success of any business. They help to ensure that customers are satisfied and that their needs are met. One of the ways to help achieve this is by attending customer service training. Through training, a Manager/ Supervisor can learn important skills such as Effective Communication, Problem-Solving, and Empathy which can help them to better understand and respond to customers' needs.

This workshop will provide participants with opportunities to explore their responsibilities within their role as a leader (supervisor or manager) in a customer service environment and equip them with the skills they need to effectively handle customer interactions, build positive relationships, and resolve issues.

Introduction

• Overview of Customer Service and its Importance in a Business Setting

The Six Critical Elements of Customer Service

• The Six Critical Elements of Customer Service:
  • A Customer Service Focus
  • Defined in Your Organization
  • Given Life by the Employees
  • Problem Solving
    • Role Play
  • Measure It
  • Reinforce It
• Measurement in Practice

Understanding Leadership

• About Leadership
  • Paul Hersey and Ken Blanchard’s Situational Leadership II® model
• Understanding Your Comfort Zone
• Managing Performance
• Servant Leadership
  • Robert Greenleaf’s Concept of Servant Leadership
• Techniques for Managing Performance
• Onboarding and Orientation

Five Practices of Leadership

• Challenging, Inspiring, and Enabling
  • James Kouzes and Barry Posner
• Modeling and Heart
• Practices in Practice

Active Listening and Effective Communication Skills

• Importance of Active Listening
• Techniques for Active Listening and Effective Communication

Practical Activates

• Practice the Skills Learned in the Previous Sections Through Role-Playing Exercises
• Receive Feedback on their Performance
• Opportunity to apply the concepts learned in the course through the analysis and interactive group exercises

 

 

COURSE DURATION: TWO DAYS