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Managing Customer Service

1 Day Course
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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

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

Private Courses

We can arrange your own private Human Resources course.


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.

What Our Clients Think

This course was excellent and I am delighted with how much I have achieved. The trainer was very friendly and approachable.

Rosie Heath - Licensed Trade Charity

A great course. The trainers experience and knowledge is a great asset.

Nancy Shering - Equinix Group Ltd

This was a really good training, nicely paced, very useful and well presented. Thank you, Stuart!

Joris Latinne - Oracle

Trainer was very engaging, spent time explaining topics clearly.

Laura Choake - Desoutter Industrial Tools

As usual a first class training course.

Wendy Thomas - Aldi Stores Ltd

Course is well structured and instructor delivered the content, and more, perfectly. No question left unanswered, no theory unexplained.

Aidan Hamill - Intact Software

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