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The quality of customer service is a critical element in the
mix of business strategies – contributing to organisation
effectiveness and achieving a competitive edge! This is more
than being nice to customers – it’s also about communicating
effectively, overcoming problems and continuously striving to
improve systems, processes, services, products and
presentation.
ProSeminar's Leading & Managing Quality
Customer Service courses have been designed to help managers commit their
teams to an enthusiastic and pro-active approach to enhancing
and maintaining service quality.
Course Membership
All those responsible for leading and managing customer
service teams (in both public and private sectors) including internal
services providers such as IT departments.
Course
Objectives
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To review the facilitating role of managers in modern
organisations - taking account of the client perspective
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To set a strategy for improving customers’ perception of
service standards
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To grasp the interlinked skills of standard setting,
organising and controlling staff through
coaching, counselling and reviewing performance (especially
in handling complaints and instituting service recovery)
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To develop an appropriate leadership style as team
leader
within the constraints of the organisation and people’s
expectations
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To cultivate a customer focused culture using ‘on
time, in full’ standards
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To help participants coach team members, using the
empowerment model to achieve sales targets and task
oriented goals
Course Outline
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Introduction to
Leading & Managing Quality Customer Service
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Measuring where we are now – ‘hard and soft’ measures - and
understanding client expectations
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Frameworks for performance improvement – from gap analysis
to personal interactive skills
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Profiles for new recruits – a short term way of achieving
results
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Inspiring service individuals and teams through standard
setting, situational leadership and motivation
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Effective communication – especially in organisational and
client conflict situations
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Applying problem-solving techniques and creative thinking
skills
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Adopting a coaching style in reviewing performance – both
formal and informal
Course Methods
Leading & Managing Quality Customer Service
is highly participative and provides a blend of
tutor-led discussions, practical exercises, case studies,
self-assessment questionnaires and group discussion.
Minimum/Maximum number of
participants
12
In-Company
Leading & Managing Quality Customer Service
is
only available on an in-company basis - date and location to
meet your convenience. Go to
In-Company
Programmes: Leading & Managing Quality Customer Service
for more information.
Further information
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