Customer Service Management Training Course
Our one day Customer Service Management training course will provide the skills needed to lead and manage a customer service teams to deliver exceptional customer service.
This Customer Service Management training course will provide those in customer service management roles with the skills and approaches needed to motivate and develop the customer service team.
Those who attend this Building a Customer Service Strategy Training Course will:
- Have tools to identify the different characters in their team
- Be able to communicate the customer service ethos to all team members
- Be able to different techniques to motivate both individuals and the team as a whole
- Know how to set clear objectives with their team members as well as objectives that stretch to achieve more
- Be able to coach team members effectively to get maximum performance
- Have tools and techniques to deal with underperforming team members
Here’s what we cover in our Customer Service Management Training Course:
What is a Customer Service Management?
- The role of the customer service manager
- The skills needed to be an effective customer service manager
- The objectives of the customer service manager
Team Characteristics
- Understanding team personalities
- How to communicate with different personalities
- How to motivate different personalities
- The team development life cycle
Setting Goals and Objectives
- Setting daily/weekly/monthly targets and objectives
- Feeding objectives into overall performance management programmes
- Monitoring goals and objectives
- Gaining buy-in from team members
- Setting targets and objectives that stretch the team members
Monitoring, Motivating and Maintaining Performance
- How to monitor your overall team performance
- Using dashboards and other tools to track performance and gather data
- Using motivational techniques to maintain and increase performance
Coaching and Feedback
- Understanding how coaching helps maintain and improve performance
- Using a simple coaching structure to have effective conversations
- Turning gathered data into effective feedback
- Providing feedback that creates change
Dealing With Under Performing Customer Service Team Members
- How to proactively identify potential drops in performance
- Effective underperformance discussions
- Setting targets for improvement
- Using personal improvement plans
Download a copy of the Online Customer Service Management course overview by clicking here
