Customer Service Training: Managing Customer Service



Course Length: 6 hours (1 day)
The need to lead, model, and promote the organizational values within a customer service environment is essential for business success. This one-day workshop will provide participants with opportunities to explore their responsibilities within their role as a leader (supervisor or manager) in a customer service environment.

Learning Objectives:
This one-day workshop will teach participants to:
  • 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.
  • Recognize what employees are looking for to be truly engaged.
  • Recognize 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.
Target Student:
This class is for supervisors and leaders in a customer service environment. If you want to lead and promote good customer service, then this vital course will help you to establish links and skills that are essential. It will help you create a balanced environment in which you will have engaged employees and satisfied customers.

Course Outline
You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.

The Six Critical Elements of Customer Service
The morning of the course will be spent exploring 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.

Workshop Wrap-Up
At the end of the course, students will have an opportunity to ask questions and fill out an action plan.

This Course Comes With

Printed Manual

A printed and bound paper manual for use during your class and future reference


Customize Your Course

Tailored Training

Your manual will follow a standard course outline but your class can be tailored to focus on the subjects that are most important to you

Managing Customer Service
Guaranteed to Run
Even with one participant,
our classes are guaranteed to run!
Register for Online Classes
Date(s) Price Qty
August 23, 2021 9am to 4pm EDT $525.00 (CAD)*  
September 13, 2021 9am to 4pm EDT $525.00 (CAD)*  

* 13% HST will be applied on checkout


Online registration closes two business days before the start of the class.
Questions?
Do you have questions about this course? Would you like a class sooner or on a different date? Are you interested in scheduling a private group class? Please submit the simple form below and we will respond promptly.
Private Training for GroupsIf you are training 4+ people, a private training session may be more cost-effective. Click to contact us today and learn more.
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