Managing Customer Services | Professional Development

Target Audience: Managers, Supervisors and Line Managers

Brief Outline: This course is designed to equip managers with everything they need to develop an effective customer service strategy, design and implement systems that focus on meeting customer needs and creating a team dedicated to providing excellent customer service.

What you can expect to learn: by the end of the course you will be able to:

Review the quality of your current customer service provision.
Set objectives and establish a strategy to meet them.
Build customer confidence and relationships.
Monitor and evaluate progress.
Plan and implement improvements.
Motivate your team towards customer service excellence.

Facilitator Information / Led By

Name: Janet Pink

Job Title: External Consultant

Training Dates: There may be more than one training session scheduled; Please click on the 'Book now' button below to view all the date(s) available.

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Recommended Reading

For a quick reference guide to 'Customer Service' please view the Customer Service pocketbook. This book looks at: why customer service matters; how good service is different; effective customer communications; turning complaints into opportunities; empowering great customer service; measuring customer service; and personal action planning.

For a quick reference guide to 'Managing Customer Service' please view the Managing Customer Service pocketbook. The book uses a 5-stage model to describe how to create and nurture a service brand through the recruitment, training, leadership and motivation of a customer service team that works diligently and passionately for the highest possible standards of service.

In this course, author and customer service expert Jeff Toister shows you the secrets of managing great customer service teams. Discover how to define outstanding service through service standards and team goals; bring in data and metrics to evaluate your service quality; identify obstacles that can cause service failures; optimize your channels for faster, cheaper, and better service; and develop a convincing business case that calculates the true cost of bad service. Plus, Jeff shares ways to get your team obsessed with delivering outstanding customer service. Click here to learn more.