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Customer Service Training 2 800x533

Customer Service Training: Managing Customer Service

$149.00

772756 ,

SHORT DESCRIPTION:

In this course, you will learn about the six critical elements of customer service. You will also learn about Paul Hersey and Ken Blanchards Situational Leadership II model, servant leadership, and the five practices in James Kouzes and Barry Posner’s The Leadership Challenge.

  • Duration: 2 hours.
  • Access period 30 days.
  • Self-Study Guide provided.
  • Quick Reference Guide provided.
  • Certificate of Completion provided.
  • Content last updated January 2020.
  • A full description of the course is located below.

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Like all business values, a customer service focus must be demonstrated from the top down. Customer service leaders have a responsibility to demonstrate good leadership practices as well as good customer service practices. This course will share several leadership models that you can use to successfully lead a customer service team.

The need for leading, promoting, and enhancing a customer-focused culture is essential within every organisation. This course will provide you with an opportunity to explore your responsibilities within your role as a customer service agent. As you discuss the various skills and techniques, you will draw from your own personal and varied experiences to share elements of reward and challenge. Consider this workshop as a re-energising time to build and expand from where you are now.

How You Will Benefit:

  • 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.
  • Recognise what employees are looking for to be truly engaged.
  • Recognise 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.

What You Will Cover:

  • Who our customers are and what they expect
  • Sustaining an individual level of engagement
  • Communication skills
  • Appropriate sharing
  • Self-image & first impressions
  • Effective leadership
  • Situational leadership
  • Developing your leadership style
  • Managing employee engagement
  • Developing a Service Management System

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