Management Skills for Customer Services Managers
Starting dates and places
Description
Prerequisites:
There are no formal pre-requisites for this course, although it is intended primarily for managers and supervisers looking after Customer Services teams.Course Description:
Good customer service requires putting the customer first, and this simple ethos needs to be instilled by the management team. Too many Customer Service departments simply don't understand the customer.
By attending this course, a Customer Services Manager will learn innovative ways of motivating his/her team, through learning and understanding the customer. Special attention focus is on how the Customer Services Manager should lead from the front.
This course includes the following modules:
Factors Affecting Pe…
Frequently asked questions
There are no frequently asked questions yet. If you have any more questions or need help, contact our customer service.
Prerequisites:
There are no formal pre-requisites for this course, although it is intended primarily for managers and supervisers looking after Customer Services teams.Course Description:
Good customer service requires putting the customer first, and
this simple ethos needs to be instilled by the management team. Too
many Customer Service departments simply don't understand the
customer.
By attending this course, a Customer Services Manager will learn
innovative ways of motivating his/her team, through learning and
understanding the customer. Special attention focus is on how the
Customer Services Manager should lead from the front.
This course includes the following modules:
Factors Affecting Performance
- Behaviours
- The Environment
- Clarity of Objectives
- Knowledge & Skills
Performance Measurement Systems
- Financial
- Operational
- Personal
Hierarchical Planning & Control
- Strategy & Structure
- Objectives & Tactics
- Job Definitions & Goals
- Measurement Systems
From Purpose to Programmes
- Purpose
- Mission
- Objectives
- Goals
- Strategy
- Programmes
Analysing People Types
- Overview of Inventories
- Team Membership
- Learning Styles
- Communication Styles
- Influencing Styles
Effective Recruitment
- Competency Based Selection
- Defining & Identifying Competencies
- Role Playing
- Effective Interviewing
Managing People
- BECKS Revisited
- Management Style
- Precision Communication
- Body Language
- Coaching Skills
- Team Building Techniques
- Leadership & Management
- Motivation
- Styles & Empowerment
- Delegation & Control
Assessing Individual Performance
- The ORCEF Model
- Delivering a Performance Assessment
Managing Finance
- Cost Centres & Profit Centres
- Margin and Profit
- Planning & Forecasting
Handling Difficult Customer Situations
- Dealing with Complaints
- Building Relationships
- The Customer Flightpath
Review of Course Learnings and Close
- Questions and Answers
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