Management Skills for Customer Services Managers

Level
Total time

Management Skills for Customer Services Managers

Perpetual Solutions
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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…

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Didn't find what you were looking for? See also: Management Skills, Business Management, Leadership, Decision Making, and Retail (Management).

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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There are no frequently asked questions yet. If you have any more questions or need help, contact our customer service.