| Course Overview:
This two-day course is designed for people who are responsible for supervising and maintaining the customer services department of an organisation. It will be beneficial to existing team leaders and customer service supervisors but also to new representatives, helping to prepare them for their new role.
At Course Completion:
Identify ways to continuously improve customer service
Improve the tone of all internal Communications
Staff, Train, Supervise & Coach employees effectively
Understand people management and conflict resolution
Course Contents:
Introduction & objectives
The benefits of excellent customer services
Define your responsibilities and understand how your department fits within your organisation.
The importance of Product/Service/Company knowledge
The most important person to manage - yourself
How to motivate yourself
How to develop yourself as a supervisor
How Customer Service Management differs from other Management positions
Represents higher authority
Ensures compliance with company policies and procedures
First responder to any and all situations!
Handling Customer Complaints
Objection Handling
Active listening and Taking Action
Turn complaints into increased business!
Motivation
Understanding individuals
Motivate and inspire staff to excel
Identifying strengths and weaknesses
Creating individual development plans
Coaching
Understanding their role as a successful coach
Motivating team and individual commitment
Building an effective team
The importance of team
Creating a team rather than a group of individuals
Running team meetings
Performance monitoring - Integrating performance appraisal & training into the day to day activities
Conflict management
Personal time planning
Making the most of time
Action plan and summary
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Courses in Dublin
Business | Accounting
