Managing Customer Service

Training Duration: 1 Days

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Learning Fields: ,

The need to lead, model, and promote the organizational values within a customer service environment is essential for business success.

Overview

The need to lead, model, and promote the organizational values within a customer service environment is essential for business success. This one-day module will provide you with opportunities to explore your responsibilities within your role as a leader (supervisor or manager) in a customer service environment.

Module Value

This module supports capacity-building programmes by strengthening individual and team performance in institutional and organizational contexts. It can be adapted to public sector institutions, international development projects, and corporate environments, and integrated into broader reform or performance improvement initiatives.

Learning Objectives

  • 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.

Core Content Areas

  • The six critical elements of customer service
  • Understanding leadership
  • Managing performance
  • Onboarding and orientation
  • Five practices of leadership

Practical Applications

  • Case-based discussion
  • Guided exercises
  • Group reflection
  • Action planning for workplace application
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