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.

Customer Service Management Outcomes:

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.

More modules for custom training options

Understand client/stakeholder expectations and supply outstanding customer support.
Retail customer service and selling skills
Identify ways to establish links between excellence in company practices and customer service and policies.
Enhance external and internal customer care communication abilities.
Identify their customer’s desires and wants
Communications – Focuses on the crucial behavioural abilities for building relationships with Customers and colleagues;
Customer support train the trainer
Internal Customer Service
Solutions – Looks at the skills needed to solve customers’ problems;
Patient Satisfaction in Healthcare
Focus on creating minutes which build greater customer relationships and achieve desired outcomes
Develop the skills and practices which are essential elements of a customer-service-focused supervisor.
Understand the big picture of customer service and where it fits in as element of the total business strategy
Develop strategies for creating engaged workers and happy customers.
Innovations – Deals with new ways to improve customer service;
Have a proactive way of solving customer issues and difficulties
Training skills for customer service direction
Be equipped to remain calm in stressful situations
Sophisticated Customer Relationships for Staff
Understand who their customers are and what they want.
Challenging Customers to Satisfied Customers
Have a special on-going strategy to attain greater success in giving great customer service
Customer Relationships for Supervisors & Managers
Have greater confidence and competence in dealing with challenging circumstances and be able to turn them into opportunities
Customer Relations for Staff
User Friendly Technical Support
Handling challenging customers/clients
Call Centre Customer Service
Customer Service Trainer Qualification – Recognizes the proficient and invaluable work that professional qualifications trainers perform.
Managing Tough Customers
Understand what employees are searching for to be actually employed.

More information on the course outline

Creating Excellence

This session will take a look at Curt Coffman’s and Gabriel Gonzalez-Molina’s twelve states for creating excellence.
We develop strategies for creating customers that are happy and help participants identify ways to establish links between excellence in business practices and customer service and policies.

Follow the Leader

As we discuss how employees can lead the way in customer service, we develop the area of leadership. Participants will explore leadership characteristics through a fun, thought-provoking activity. This will assist with creating an active and accountable team member.

Changes in Customer Service

Customer service has changed. The internet has made customers well researched and informed. In today’s world we need some advanced skills to stay above the competition. We investigate how customer service has changed during recent years help participants gain the advantage.

Engaging Workers

This session will explore the vital behaviours of supervisors that are needed to engage co-workers in their team. Participants will learn new skills to improving motivation and loyalty to customer service.

Leadership

This session will concentrate on The Situational Leadership Model. Participants score themselves, will take the test, and then analyse their style in detail.

Suspending Frame of Reference

In this session, participants will research two state-of-the-art communications tools: the frame of the Johari window along with reference.

Giving Undivided Focus to Others

This session will address two ways that we can pay better attention to others: attending and watching.
Recognize what workers are seeking to be genuinely participated
Acquire practices and the abilities that are fundamental aspects of a customer service focused manager

Stereotypes

We generalize and all categorize; it helps us comprehend the universe. This session will help participants identify their own stereotypes and manners that they themselves might be stereotyped.

Communication Abilities

This session will help participants develop their listening and questioning skills – two base foundation skills needed for great customer support. We can customise the session depending on whether you offer phone based support or face to face communication also.

Creating a Service Management System

We’ll look at a team approach to customer service. Participants will also recognise who their customers are and what they are looking for with the Customer Service Management System.

Tailor Made Training

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 client service and business policies and practices

Business policies and practices are the backbone to operations within a company. As your staff follows these policies and processes, we help learners understand why they are important to your customer service organisation. As a supervisor we help with creating people that align with the attention of your customer service delivery.

Develop the skills and practices which are essential elements of a customer service focused supervisor

As a supervisor you will require skills like leadership and delegation. As a customer service focused supervisor there are several additional skills required. We discuss these in detail in this section.

Recognise what employees are looking to be genuinely engaged

Would you like to learn how to engage your staff? What are your employees searching for in their roles? This section looks at your workers and helps with information on actively engaging them.

Recognise who your clients are and what they are looking for

Recognising your clients may sound like a simple job; do you know what they are actually searching for? Do you want honest feedback from your clients? This section delves into your target market more and offers an comprehensive look into”who they are” and”what they are searching for”.

Develop strategies for producing engaged employees and satisfied clients

We provide solutions for you which will aid in developing strategies for both engaged employees and completely satisfied customers. Our coaches provide professional advice and expertise.

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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