896843

Customer Service Training: Managing Customer Service

$199.00

Level 1 | Duration: 3 Hours

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

Available!

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The need to lead, model, and promote the organisational values within a customer service environment is essential for business success. This course will provide you with opportunities to explore your responsibilities within your role as a leader (supervisor or manager) in a customer service environment.

Learning Objectives

  • 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.
Session Outline

1. Course Overview
2. Six Critical Elements
3. Understanding Leadership
4. Five Practices of Leadership
5. Personal Action Plan
6. Recommended Reading List
7. Post-Course Assessment

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