Overview

This two-day customer service management course covers how to build a true service culture

You will learn how to create an environment that encourages resilience and motivation

Topics include managing customer and team expectations and harnessing new technologies

After this course you will be able to:

  • Define and understand excellence in service delivery.
  • Recognise your role and responsibilities as a customer service manager.
  • List ways to effectively role model service excellence to your staff.
  • List ways to motivate individual team members.
  • Understand what can demotivate staff and avoid the pitfalls.
  • Set SMART objectives.
  • Use feedback as a tool to recognise excellence and improve performance.

Who should attend?

Suitable for any customer service manager, customer service supervisor and customer service team leaders who are responsible for a team of customer service providers.

Learning outcomes

  • Define and understand excellence in service delivery.
  • Recognise your role and responsibilities as a customer service manager.
  • List ways to effectively role model service excellence to your staff.
  • List ways to motivate individual team members.
  • Understand what can demotivate staff and avoid the pitfalls.
  • Set SMART objectives.
  • Use feedback as a tool to recognise excellence and improve performance.

Outline

Module 1: Manager as a role model

  • Your role and responsibilities
  • Defining “excellence”
  • Internal customer service excellence
  • Your impact on the team and on their attitude and behaviours
  • Creating a culture of service excellence

Module 2: Understanding your customers’ expectations

  • What do your customers think is excellent service
  • Feedback from customers and how you use it
  • Creating your standards

Module 3: Motivating the team and the individual

  • Understanding extrinsic and intrinsic motivators
  • Understanding what factors demotivate individuals
  • Setting SMART objectives
  • Giving “in the moment” feedback

Module 4: Personal Action Plan

  • What will I do differently/more of/less of to help the team from tomorrow
ISOC trainers

Training staff include