Managing a Customer Service Environment, Thales Training Consultancy

MANAGING A CUSTOMER SERVICE ENVIRONMENT

Duration:

2 days

Price:

£720.00

Locations Available:

Crawley
17-18 Jul 08
10-11 Nov 08

Suitable For

This course is suitable for supervisory or frontline managers who may be managing in a customer services environment for the first time. The course aims to enable participants to increase service levels by managing team performance and customer expectations.

The course explores all areas of customer service from the initial setting of service standards through to managing under performance in team members.Throughout the course participants are encouraged to relate the techniques models and tools to their individual situations, evaluating the practical application of this theory in the workplace.

Related courses in our range include:·

Principles of Management·
Coaching Skills·
Leadership Skills·
Delegation and Motivation at Work

Objectives

By the end of the course participants will be able to:·

Set SMART team standards in line with customer expectations and communicate them effectively to the team·
Apply strategies to improve team motivation and promote a customer focused culture·
Manage customer expectations to ensure a balanced relationship

Course content

Managing Customer Expectations·

Identifying the customer’s expectations·
Recognising and preventing causes of dissatisfaction·
Using customer’s expectations to set SMART standards in line with business objectives, the company brand and best practice·
Building a “Partnership” with your customer

Measuring success against the standards set·

Identifying and applying effective measurement tools·
Creating a customer satisfaction survey

Using effective communication to improve performance·

How to effectively communicate and cascade the key areas of standards, strategy and business objectives to the team·
Exploring successful methods of communication·
An introduction to communicating assertively

Creating a customer focused culture·

Using real life case studies to explore best practice·
Attaining ‘Buy in’ through recognition, reward and empowerment·
Motivating the team to achieve customer satisfaction using established motivation theory ·
Identifying necessary behaviours for maintaining the customer focused culture

Managing under performance·

Highlighting causes for lack of motivation in the team using Herzberg’s theory·
Assessing the level of freedom and control to use with the team·
Preventing escalation of complaints and managing them when necessary.·
Using the model ’Perform’ for problem solving and manage under performance in team members

Action planning·

Personal action plans will be created throughout the course to encourage participants to be specific about how and when they will apply their learning back in the workplace.