Customer Service Training: Managing Customer Service
CMC - Customer Service Training: Managing Customer Service
Purpose of Course
The need for leading, promoting and enhancing a customer-focused culture is essential within every organization. This course will provide you with an opportunity to explore your responsibilities within your role as a customer service agent. As you discuss the various skills and techniques, draw from your own personal and varied experiences to share elements of reward and challenge. Consider this course as a 're-energizing time' to build and expand from where you are now.
Course Content
- Who Our Customers Are and What They Expect
- Sustaining an Individual Level of Engagement
- Communication Skills
- Appropriate Sharing
- Self-image and First Impressions
- Effective Leadership
- Situational Leadership
- Developing your Leadership Style
- Managing Employee Engagement
- Your Role as a Coach
- Developing a Service Management System
- Problem People and Situations