Managing Customer Service

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

This Course Will Help You 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
• Recognise what employees are looking for to be truly engaged
• Recognise 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

This Course Will Cover:

• Who our customers are and what they expect
• Sustaining an individual level of engagement
• Communication skills
• Appropriate sharing
• Self-image & first impressions
• Effective leadership
• Situational leadership
• Developing your leadership style
• Managing employee engagement
• Developing a Service Management System