Managing Customer Service Training

This session can be conducted for any level of staff and material can be adapted to include any areas or content. This training available in all states and territories Melbourne, Parramatta, Gold Coast, Brisbane, Sydney, Adelaide, Canberra, Perth, Darwin.

Customer Service is not an easy task at times. This Managing Customer Service session is designed to offer a high level training session for managerial staff to provide and implement systems to offer excellent customer service. If your team already have a basic knowledge of Customer Service and you require a more advanced training session, this session will be of benefit to you.

The need for leading, promoting, and enhancing a customer-focused culture is essential within every organisation. This session will provide you with an opportunity to explore your responsibilities within your role as a customer service agent. As you discuss the various skills and techniques, you will draw from your own personal and varied experiences to share elements of reward and challenge. Consider this session as a re-energising time to build and expand from where you are now.

This is a great session to build additional skills at an advanced level. Ideal for managers and leaders who manage customer service teams, and would like advance techniques to assist their team to grow and become top performers in Customer Service.

If this session does not cover all of your training needs, or if you require something a bit more unique, contact our team for assistance. We have an editing team that can provide you more information and samples of our workbooks to provide and create your very own Customer Service Training session.

Managing Customer Service

Lesson One

Course Overview

We Spend the first part of the day getting to know participants and discussing what’s going to take place during the workshop. Participants will also have an opportunity to identify their personal learning goals.

Lesson Two

The Six Critical Elements of Customer Service

The Morning of the class will be spent exploring the six critical elements of customer support: A customer service focus, Defined on your organization, Given life by the employees, Problem solving, Measure it, Reinforce it.

Lesson Three

Understanding Leadership

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

Lesson Four

Five Practices of Leadership

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

Lesson Five

Workshop Wrap-Up

At The end of the program, students will have a chance to ask questions and Fill out an action plan.

Additional Modules and Sample Sections

Identify ways to establish links between excellence in customer service and business practices and policies

Business practices and policies are the backbone to operations within a business. As your team follows these policies and procedures, we help participants learn why they are important to a customer service organisation. As a manager we assist with creating those that align with the focus of your customer service delivery.

Develop the skills and practices that are essential elements of a customer service focused manager

As a manager you will require skills such as leadership and delegation. As a customer service focused manager there are a number of additional skills required. We discuss these in detail in this section.

Recognize what employees are looking for to be truly engaged

Would you like to know how to engage your team? What are your employees looking for in their roles? This section looks at your employees and assists with advice on actively engaging them.

Recognize who your customers are and what they are looking for

Recognizing your customers may sound like an easy task; do you know what they are really looking for? Would you like honest feedback from your customers? This section delves into your target market more and provides an in-depth look into “who they are” and “what they are looking for”.

Develop strategies for creating engaged employees and satisfied customers

We provide solutions to you that will assist in developing strategies for both engaged employees and completely satisfied customers. Our trainers provide professional advice and experience.

Customised Training Session For Teams (Included No Charge)

This service is designed to be as convenient and easy as possible for you.  You get to watch as your training manual’s styling, certificate colour, activities and delivery style are adjusted to perfection without stress. We send you example content and draft copies throuhg the process to make sure you are satisfied. Customising your content will help your employees retain information and they enjoy the experience more. We dont charge for customisation so call us today to see what we can do with your next training session.

In-House Customised training benefits:

  • Flexible length – You choose the length of the session
  • Highly Effective Team/Industry Specific
  • Certificate of Completion (Professional Grade)
  • Create a Team Building environment
  • Cost effective – Group rate discount
  • Printed courseware (No need to download or use an App to read)

Creating Content (Contact us for Quotation)

Our content creation solution can help you create the perfect courseware solution for your team and objectives. For this service, we add further personalisation to the manual such as company logo, design, illustrations,  and even scientific materials such as case studies and statistical data, among others. You can tell our team what to build and we will go and build it for you. Contact us for more details and pricing for this service.

Instructor Led Online

Download Certificate of Completion $495 inc GST
Printed and Posted Certificate of Completion $515 inc GST

Like the idea of having a professional training session from the comfort of your own home? Our online trainer assisted sessions are a 1 on 1 session with one of our professional trainers via online video feed. They are live and ready to help you through the courseware, questions and activities throughout the session. Also available is the option to have a professional certificate posted to you after finishing the course.

Get Information or Quotation For Your Team

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