Leading & Managing Quality Customer Service

The quality of customer service is a critical element in the mix of business strategies – contributing to organisation effectiveness and achieving a competitive edge! This is more than being nice to customers – it's also about communicating effectively, overcoming problems and continuously striving to improve systems, processes, services, products and presentation.

ProSeminar's Leading & Managing Quality Customer Service courses have been designed to help managers commit their teams to an enthusiastic and pro-active approach to enhancing and maintaining service quality.

Course Membership

All those responsible for leading and managing customer service teams (in both public and private sectors) including internal services providers such as IT departments.

Course Objectives

• To review the facilitating role of managers in modern organisations - taking account of the client perspective

• To set a strategy for improving customers' perception of service standards

• To grasp the interlinked skills of standard setting, organising and controlling staff through coaching, counselling and reviewing performance (especially in handling complaints and instituting service recovery)

• To develop an appropriate leadership style as team leader within the constraints of the organisation and people's expectations

• To cultivate a customer focused culture using 'on time, in full' standards

• To help participants coach team members, using the empowerment model to achieve sales targets and task oriented goals

Course Outline

• Introduction to Leading & Managing Quality Customer Service

• Measuring where we are now – 'hard and soft' measures - and understanding client expectations

• Frameworks for performance improvement – from gap analysis to personal interactive skills

• Profiles for new recruits – a short term way of achieving results

• Inspiring service individuals and teams through standard setting, situational leadership and motivation

• Effective communication – especially in organisational and client conflict situations

• Applying problem-solving techniques and creative thinking skills

• Adopting a coaching style in reviewing performance – both formal and informal

Course Methods

Leading & Managing Quality Customer Service is highly participative and provides a blend of tutor-led discussions, practical exercises, case studies, self-assessment questionnaires and group discussion.