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Managing Customer Service

1 Day Instructor-led

Course Information

The need to lead, model, and promote the organizational values within a customer service environment is essential for business success. This one-day workshop will provide participants with opportunities to explore their responsibilities within their role as a leader (supervisor or manager) in a customer service environment.

This one-day workshop will help you teach participants:

How to identify ways to establish links between excellence in customer service and your business practices and policies.
How to develop the skills and practices that are essential elements of a customer service-focused manager.
How to recognize what employees are looking for to be truly engaged.
How to recognize who the customers are and what they are looking for.
How to develop strategies for creating engaged employees and satisfied customers in whatever business units you manage.

Course Outline

Download PDF Outline

1. Six Critical Elements

Critical Elements of Customer Service
Element One: A Customer Service Focus
The Three Beliefs
Element Two: Procedures
Drafting Standards
Element Three: Culture
Element Four: Problem-Solving
Role Play
Element Five: Measurement
Element Six: Reinforcement
Developing and Maintaining Relationships
Phrases for Customer Service Success
Measurement in Practice

2. Understanding Leadership

About Leadership
Understanding Your Comfort Zone
Our Comfort Level
Managing Performance
Servant Leadership
The Heart of Leadership
Onboarding and Orientation

3. Five Practices of Leadership

Challenging, Inspiring, and Enabling
Making Connections
Making Connections
Modeling and Heart
Committing to Recognition
Practices in Practice
Pre-Assignment Review
Personal Action Plan

Dates & Availability

We currently don’t have any dates scheduled for this training course but offer it as a corporate, private course for your own team.

Please use the enquire button below.

Private Courses

We can arrange your own private Human Resources course.

Tailored

Have us build a custom private course tailored to your needs.

Cost Effective

If you are looking to training a group of people private courses can be very cost effective.

Post Course Support

Unlimited post course email support on the course topics.

Delivery Options:

At Your Offices

Virtual Online

Training Centres

What Our Clients Think

Really enjoyable and relevant, Stuart was brilliant!

Vicky Fox - Charity Link

Very clear instruction, pace was kept moving, great snippets of advice given.

Robert Montgomery - Liberty Aluminium Technologies

This has been by far one of the most useful and well planned/executed training courses I have ever attended. For this to have been achieved remotely just adds to how impressive it was managed.

Trevor Stratton - Lincolnshire County Council

Course was well adjusted to consider the business perspective - considering commonly needed calculations, time based data analysis etc.

Suvi Salminen - Crane CPE

Fantastic tutor. Great course! Thank you.

Joel Weaver - Science Ltd

Very good introduction. Well paced and suited a range of experience levels.

Felicity Howdle - Health Education England

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