Managing for Effective Customer Service 
Organisations that offer differentiated, reliable and customer-friendly service have a distinct competitive advantage. This course examines how to manage your team to deliver consistent service excellence and create and maintain a productive, customer focused culture.
Who should attend?
Managers responsible for ensuring effective delivery of customer service.
Objectives
By the end of the course participants will be able to:
- Understand your role and responsibilities in delivering excellent customer service
- Develop a customer-centric culture within your team
- Motivate, manage and lead your team and individuals to deliver high quality customer service standards.
- Implement measures to monitor and support improvements in customer service.
- Enhance the effectiveness/ performance of your team and the achievement of objectives and results.
Content
- The manager as a role model
- Your role and responsibilities
- Your impact on individuals, behaviours and culture
- Creating a client-centric culture within your team
- Motivating teams and individuals
- Build commitment within your team to deliver quality service
- Providing support and recognition
- Understand how team member experience mirrors the customer experience
- Understanding customer expectations
- Ensuring consistency at every customer "touchpoint"
- Importance of understanding the organisations' services
- Identifying customers' needs and issues
- Demanding customer - exploring options and alternatives
- Setting and reviewing customer service standards
- Why set customer service standards?
- Setting SMART objectives
- Reviewing performance against standards
- Monitoring customer satisfaction - continuous improvement
- Action planning
- What does the team need to do to meet customer expectations?
- What am I going to do to satisfy customer needs?
Duration
½ day
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