Customer Service Training: Managing Customer Service

Churchill Square Training & Development

Course

Online

£ 39 VAT inc.

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Description

  • Type

    Course

  • Methodology

    Online

  • Duration

    Flexible

  • Start date

    February

Study materials, tutor support and certificate inc

The need to lead, model, and promote the organizational 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.

Facilities

Location

Start date

Online

Start date

FebruaryEnrolment now open

About this course

What Will Students Learn?

-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.

What Topics are Covered?

-The six critical elements of customer service
-Understanding leadership
-Managing performance
-Onboarding and orientation
-Five practices of leadership

Anyone involved in Customer Service.

No requirements for this course

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Subjects

  • Customer Care
  • Customer Service
  • Customer Manager
  • Customer Retention
  • Customer Relationship Management
  • Customer Service Skills
  • Customer satisfaction
  • Customer relationship
  • Customer Retention Strategy
  • Leadership
  • Organizational Skills
  • Communication Training
  • Problem Solving
  • Sales Techniques
  • Sales Training
  • Teamwork
  • Team Leader
  • Relationship Building
  • Listening Skills
  • Speaking Skills

Teachers and trainers (1)

Susan Lloyd

Susan Lloyd

Managing Consultant

Susan has over twenty five years senior professional work experience, she spent the first 10 years of her career as a training manager in the Royal Navy, which included training design, delivery and training technologies. Both academically and professionally well qualified, she gained a top MBA from Cranfield University, an MA Marketing. In 2013, she qualified as an NLP Master Practitioner, she n

Course programme

COURSE OUTLINE

The Six Critical Elements of Customer Service

We explore the six critical elements of customer service:

  • A customer service focus
  • Defined in your organization
  • Given life by the employees
  • Problem solving
  • Measure it
  • Reinforce it

Understanding Leadership

Next, participants will explore what leadership is all about. Paul Hersey and Ken Blanchard’s Situational Leadership II® model will be discussed, as well as Robert Greenleaf’s concept of servant leadership. Techniques for managing performance and conducting onboarding and orientation will also be discussed.

Five Practices of Leadership

This session explores the five leadership practices developed by James Kouzes and Barry Posner in The Leadership Challenge.

Additional information

WHAT TOPICS ARE COVERED:
-The six critical elements of customer service-Understanding leadership-Managing performance-Onboarding and orientation-Five practices of leadership

See related categories

Customer Service Training: Managing Customer Service

£ 39 VAT inc.

The best Customer Management courses

See all

See all