Managing and Coaching your Customer Service Team

This course of Managing and Coaching your Customer Service Team is designed to develop the skill of participants in creating, managing, and maintaining a customer-focused climate by ensuring them customer services at the highest level. The training so far has helped many professionals in related fields to handle the toughest challenges and motivating teams. Our high-end training tools are incorporated into the modules for providing the participants with the latest techniques of coaching support for the customer service team members.
By completing the course the participants will be able to:

Learn to develop a customer-friendly atmosphere in your team
Able to teach, train, and guide the team to excel performance
Know the role and responsibilities as a customer service supervisor or manager
Manage tough situations and handling crises
Improve quick decision-making ability
Overcome communication obstructions among customers and team members
Motivate, manage and lead the team to attain improved and high-end customer services
Be the taskmaster to identify priorities to achieve better customer services
Learn “How to” and “When” coaching the teams in order to meet targets and achieve the goals by improving performance
Overall team performance and management

 
Course Contents
Module I—Introduction to Customer Service

Definition of Customer Service
What is Customer Service Management
Role and Responsibilities of Customer Service Managers
How to create a customer-friendly culture
How to create an impact on team and individuals through behavior

Module II—Importance of Effective Communication

How to conduct a one-on-one coaching and enhance team communication
How to overcome barriers to achieving assertive business goals through communication
Managing conflicts and similar challenges
Persuasive and convincing communication to offer high-end customer service