Supply Chain Management Training
Supply chain management is an important aspect of customer service. In fact, it covers a lot of a support agent’s main work every single day. Of course, with it being the case, it is also the main source of frustration for many customers as products either get lost during the shipping process or move rather inconsistently, even being delayed for months at a time. In such cases, therefore, it is necessary for customer support agents to keep their cool and implement effective communication techniques with warehouse teams in order to coordinate and create more effective ways of delivery and production. Failure to accomplish this means potentially losing customer loyalty, profit margins, and even demoralise whole teams at once. It is therefore necessary for professionals to learn how to deal with the problems that come with supply chain management, as well as how to coordinate with the necessary teams and even the customers themselves. Accordingly, our training course will discuss various topics such as how delivery systems work, handling customer complaints, stress management and task delegation; all of these will help ensure the continued support of your customer base and even mitigate these problems to the point where priorities can be shifted elsewhere.
Being such an extensive process, it can also be an area which tends to have a lot of problems. However, these problems can also be mitigated and treated with equally superior training. Accordingly, we intend to live up to this very standard by teaching participants effective communication, de-escalation and various other techniques that allow them to coordinate between teams and secure the continued loyalty and trust of the customer. Better still, we also allow for the creation of customised training sessions to address more specific needs. If you need more information about our services, please contact us and we’ll be more than happy to help!
Mailing and delivery systems
Being adept with supply chain management means being able to understand the very systems that govern it. How many days does it take for a package of a certain weight to arrive to a customer? How much must products weigh for them to stay within economical range while still maintaining superior quantity and quality? How do tracking numbers work? How do we acquire them? These are just some of the main concerns that govern the area of supply chain management, and each support agent must have at least some insight on delivery systems in order to help orient customers about their own concerns. In other words, this particular topic is devoted to making sure that participants know how to track products and assure customers that their products are on the way.
When it comes to these matters, facing irate customers can quickly become routine. This is because of the universal worry of needlessly losing money due to packages being lost or stolen during the delivery process. A support agent may often hear shouting, or face emails filled with profanities and insults against the companies themselves. Ultimately, once these concerns pile up, they can lead to serious losses for the company. As a result, it is necessary for customer support agents to not only base themselves, but to also become the comforting hand for the customer. To this end, this training course will tackle key deescalation techniques to prevent customers from leaving. Here, questioning techniques and rhetorical tricks will be absolutely essential, as well as coordinating with supervisors in order to regain the sense of authority and trust they may end up being lost during the ordeal.
While every sales professional is aware of the separation between personal life and professional work, this awareness can be severely tested with every verbal beating from concerned customers. The worst case scenario is that of professionals simply caving in and doing something beyond protocol (one shudders to think as to what they might be, but we have to be honest), ultimately affecting the team’s overall cohesion and sense of purpose. It is therefore very important for teams and professionals to learn the basics of stress management. Here, even the most simple breathing exercises and other such methods can help employees simply take a breather and get back on their proverbial feet. By the end of this training session, participants will surely become more resilient and able to maintain their composure under heavy pressure.
Supply chain management is never a singular effort; often, supervisors have to communicate with multiple branches of the company at a time to ensure that products are ready for delivery at any time. Here, all available connections will be brought to bear and used in order to ensure quality service, from their fellow customer agents who are able to calm customers down to the warehouse teams who need to keep track of products coming in and out of the company. However, this alone requires tremendous effort and total awareness of one’s surroundings and resources; some customer support agents may be more adept at writing than speaking, while others may be more resilient and experienced in dealing with irate customers. For such cases, prudent judgment through superior task delegation is Paramount (pun intended). Our trainer will therefore help participants learn about appropriate task delegation methods, when to use them, and the benefits of using them. There will also be activities which heavily emphasise teamwork at the ready, so participants will be able to learn about it firsthand.
When addressing customers’ inquiries, it is necessary to strike a balance between breadth and depth; between detail and summary. Unfortunately, there’s a very obvious tendency of overstating solutions and the temptation of revealing confidential company protocols in order to placate the customer. However, these can be mitigated with effective messaging techniques that are detailed yet short and at the same time extremely transparent. As such, participants will learn, through various exercises, how to write and speak of solutions and address concerns with clarity and succinctness.
Customised Training Session For Teams (Included No Charge)
We have a lot of training courses covering nearly every possible needs within your industry and from there, the training experience can only get better. With our content customisation system, you’ll be able to make the experience even richer as you’ll get to modify things such as module design, workbook colour and style, delivery style, and even add or subtract specific activities. Above all else, however, each modification is completely free of charge. We are willing to work closely with you to customise your content and make it more suited to your preferences, so do tell us what to do!
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)
If you’re looking for an even more hands-on way of improving the training experience, then you needn’t worry; this service is for you. Through our content creation service, you’ll be able to oversee the creation of everything including the addition of your company logo, the writing of your manual in a highly personalised style, and even the inclusion of statistical data and other scholarly work. You can even make bilingual training courses and send our trainers to the venue of your choice! With this kind of power, you’ll be sure to get several steps closer to the ideal training experience. All you need to do is tell us how your personalised workbook ought to be and we’ll do it for you! Contact us for a quote.
Instructor Led Online
Download Certificate of Completion $495 inc GST
Printed and Posted Certificate of Completion $515 inc GST
Now, you can talk to our trainers online and in real time through our online trainer-assisted training program. You no longer have to worry about setting up reservations for courses and classrooms, or even moving employees from building to building. Set up your own date and time and we’ll adjust to your schedule by providing trainers and materials on that date. Sessions will be highly interactive, and your teams will really feel as though they’re in an actual classroom. Also available to individuals that are not able to attend a scheduled workshop to receive the same high quality training.
Online Self Paced
Download Certificate of Completion $69 Inc GST
Printed and Posted Certificate of Completion $89 Inc GST
Here, learning has just become even more convenient as you’ll have access to plenty of training videos and materials, each designed to be as engaging and informative as possible. Take our training sessions literally anywhere you want. Play, pause and rewind videos so you don’t miss any key points. Logins are easy and fast, and you can get your own printed Professional Grade Certificate via our Printed Certificate Option. Do contact us if you need more information!