Managing Customer Service

1 Day Instructor-led
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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

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.

What Our Clients Think

Got a really good and rounded training session. It met more than my original needs, and has given me great confidence.

Debbie Seymour - FatFace

This course was great, the trainer was very knowledgeable and has improved my knowledge considerably. The facilities are fantastic. Thank You!

Kurtis Fleming - HM Revenue & Customs

Trainer was very engaging, spent time explaining topics clearly.

Laura Choake - Desoutter Industrial Tools

The trainer demonstrated a deep and knowledgeable understanding of the software and was able to simplify its complexities.

Nathan Lewis - Lincolnshire County Council

Very good, trainer was excellent.

Mike Hartley-Bingle - XPS Pensions Group

The trainer did a fantastic job of delivering the course and providing understanding

Niall Simmons - Haven Power

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