Course Objectives:
At the end of this course the participants will be able to:
- Describe the importance of the leader as a role model for customer service excellence.
- Establish the importance of setting and reviewing customer service standards.
- Describe techniques to motivate teams and individuals for peak performance.
- Develop effective communication strategies to promote teambuilding.
- Evaluate surveys to accurately monitor customer satisfaction.
- Design a realistic and challenging customer service employee training program.
Targeted Audience:
- Sales Managers.
- Department Managers.
- Customer Service Managers.
- Customer Service Professionals.
- Team Supervisors.
Course Outlines:
DAY 1: Creating a Customer-Focused Organisation
- Vision and mission of a customer-focused organisation.
- Benchmarking world-class customer service companies.
- The roles and responsibilities of a customer-focused manager.
- The importance of presenting a professional business image.
- Best practices - Xerox’ Five Pillars of Customer-focused Strategy.
DAY 2: Enhancing Leadership and Interpersonal Communication Skills
- Supervising the four personality styles & determining your management style.
- Overcoming communication barriers in the workplace & Listening Awareness Inventory.
- The most admired character traits of leaders.
- The supervisor’s role in conflict resolution and service recovery.
- Managing group dynamics & How to Give and receive constructive feedback.
DAY 3: Setting Customer Service Policies and Performance Standards
- Deming’s Fourteen Points of Total Quality Management.
- Setting SMART objectives to improve customer satisfaction.
- Methods of measuring and monitoring customer satisfaction.
- Developing a customer service complaint checklist.
- Working with difficult or demanding customers.
DAY 4: Building High-Performance Teams and Motivating Individuals
- The building blocks of a high-performance team.
- Team building: The paper towel.
- The power of mutual support and cooperation.
- Building teamwork with support and recognition with Coaching and mentoring techniques.
- The impact of stress on individual and team performance.
Unit 5: Leading the Way to Superior Customer Service
- Developing and implementing effective training.
- Professional development and continuous improvement.
- Empowering, motivating and retaining frontline personnel.
- Case-study.
- Q/As and course wrap-up.
This is an ONLINE training program.
