Key Out Comes?
By the end of this course you will be able to:
- Understand your role and responsibilities as a customer service manager.
- Develop a customer-focused culture within your department.
- Understand how to overcome communication barriers between team members and customers.
- Handle difficult situations and people in an effective and friendly way.
- Lead, manage and motivate the team to achieve higher standards of customer service.
- Identify priorities in change to achieve ‘right first time’ customer service.
- Identify the ‘when’ and ‘how to’ coaching opportunities to provide support for individuals to improve their performance.
- Enhance the effectiveness and overall performance of the team in order to meet targets and achieve task orientated goals.
Highlights
The Manager as a Role Model
- Your role and responsibilities
- Your impact on the team and the individuals, and their behaviour
- Creating a customer-focused culture
Effective Communication
- Overcoming barriers to get results
- Being assertive in one-to-one and team communication
- Managing and handling conflict and difficult situations
Motivating the Team and the Individual
- Generating a team spirit
- Providing support and recognition
- Inspiring commitment to deliver a superior standard of customer service every day no matter what the situation
Understanding Customer Expectations
- Identifying customer needs and issues
- Managing complaints and reducing escalation
- Achieving ‘right first time’ standards
Coaching for Improved Performance
- When to manage and when to coach?
- Setting performance standards and key performance measures
- Reviewing performance against standards
- Providing accurate and timely feedback
- Tips and techniques for developing effective coaching skills
Personal Application Plan
- What does the team expect from me tomorrow?
- Planning for change
