Managing Customer Service

With our training solution, we can provide an engaging learning opportunity to employees of any experience level. Our materials cover various areas and content that is tailored for the specific needs of your staff. Enabling them to develop skills across all states in Australia including Melbourne, Parramatta, Gold Coast, Brisbane Sydney Adelaide Canberra Perth & Darwin

Managing Customer Service is a challenging endeavour, and this specialised training session provides the advanced knowledge necessary for managerial staff to develop systems that drive exceptional customer service. Already possessing fundamental skills in the trade? This higher-level seminar can help take your understanding up another notch!

Being a customer service agent is more than just attending calls and responding to emails. This session presents an opportunity for you to reflect on your responsibilities as well as identify key skills that will help you grow professionally in this field, drawing from real experiences – both positive and challenging – where necessary. It’s time to get invigorated: use what knowledge and abilities you have now, then further expand them!

Topics Covered In This Course:

• The Six Critical Elements of Customer Service
• The morning of the course will be spent exploring the six critical elements of customer service:
  • A customer service focus
  • Procedures
  • Culture
  • Problem-solving
  • Measurement
  • Reinforcement
• Understanding Leadership
• Participants will delve into the nuances of leadership, and explore how Paul Hersey; Ken Blanchard’s Situational Leadership II model, as well Robert Greenleaf’s concept of servant leadership can be applied in practice. Additionally, practical strategies for managing performance and onboarding new team members are also on deck!
• Five Practices of Leadership
• Dive into the five practices of exemplary leadership as researched and refined by James Kouzes and Barry Posner in The Leadership Challenge. Uncover essential skills for authentic, high-performing leadership that you can start applying today!
• Workshop Wrap-Up
• At the conclusion of this course, students will have a unique chance to both ask questions and develop an action plan tailored specifically for them. This gives each individual student an invaluable opportunity to personalize their learning experience.

Learning Outcomes:

• How to identify ways to establish links between excellence in customer service and your business practices and policies.
• How to develop the skills and practices that are essential elements of a customer service-focused manager.
• How to recognise what employees are looking for to be truly engaged.
• How to recognise who the customers are and what they are looking for.
• How to develop strategies for creating engaged employees and satisfied customers in whatever business units you manage.