In the face of increasing customer and staff expectation as well as technological advances, maintaining a consistently resilient, focused and motivated customer service team is becoming an increasingly demanding role.  This course enables Managers, Supervisors and Team Leaders to maintain a productive customer focused climate.

Suitable for any customer service manager, customer service supervisor and customer service team leaders who are responsible for a team of customer service providers.

By the end of this course you will be able to:

  • Define and understand excellence in service delivery.
  • Recognise your role and responsibilities as a customer service manager.
  • List ways to effectively role model service excellence to your staff.
  • List ways to motivate individual team members.
  • Understand what can demotivate staff and avoid the pitfalls.
  • Set SMART objectives.
  • Use feedback as a tool to recognise excellence and improve performance.

Manager as a role model

  •                 Your role and responsibilities
  •                 Defining “excellence”
  •                 Internal customer service excellence
  •                 Your impact on the team and on their attitude and behaviours
  •                 Creating a culture of service excellence

Understanding your customers’ expectations

  •                 What do your customers think is excellent service
  •                 Feedback from customers and how you use it
  •                 Creating your standards

Motivating the team and the individual

  •                 Understanding extrinsic and intrinsic motivators
  •                 Understanding what factors demotivate individuals
  •                 Setting SMART objectives
  •                 Giving “in the moment” feedback

Personal Action Plan

  •                 What will I do differently/more of/less of to help the team from tomorrow