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Training materials for

Customer Service Training: Managing Customer Service Training

Fully Customisable

In the customer service industry, being able to coach employees towards providing excellent customer service is crucial. In order to be successful, customer service managers must have a wide variety of skills, including motivational techniques, communication skills, and leadership skills.

This one-day workshop will help you teach participants some of these skills, including how to:
- Identify ways to establish links between excellence in customer service and business practices and policies
- Develop the skills and practices that are essential elements of a customer service focused manager
- Recognize what employees are looking for to be truly engaged
- Recognize who their customers are and what they are looking for
- Develop strategies for creating engaged employees and satisfied customers

Learn more... Course Outline 

 

Target Audience

Our courseware is primarily purchased by five types of trainer; HR managers, corporate trainers, private training firms, educational institutions, or private consultants. The target audience varies on the instructor and the type of training required by a particular organization.

The students for this course are usually training staff or managers involved in training.

Prerequisites

No previous experience or training in business skills is required, though students should possess basic numeracy and literacy and ideally have a basic understanding of using computers and software applications, such as Microsoft Word.

 

What You Actually Receive

  • Student manual Fully customisable. May be opened in any wordprocessor and changed to meet your exact needs. 1
  • Trainer manual Fully customisable with additional information for trainers. 2
  • Ice breakers and class activities Fully customisable. Delivered as a folder full of activities for your students. 3
  • PCQ - Pre-Course Questionnaires Fully customisable. Ensures you can get a fully understanding of your delegates expectations, requirements and current skill levels before they attend the course. 4
  • Content overview Fully customisable. Comprehensive course overview to help you market your course to your customers. 5
  • Presentations Fully customisable. Complete set of PowerPoint slides for use by the trainer. 6
  • Additional reading... Fully customisable. Give your students some recommended further reading materials for this course. 7
  • Sales information sheets Fully customisable. Information sheets to help you sell your course to your employees or external customers. 8

The Courseware Company (established in the early 1990s and part of gtslearning) is the only European authorised reseller of Velsoft courseware materials and print licences. Velsoft offers fully customisable training materials, delivered online and fully supported with instructor resources and student study tools.

To get started, just open this 'Customer Service' training courseware in your favourite word processor. You can fully customise the materials to suit your exact learning needs and include your own branding. Your own tailor-made course, delivered 'off-the-peg' and saving you thousands of pounds in development time and man-hours. Just press print and the perfect learning experience is yours to deliver.

You Also Receive

  • Fully customisable Sold on a site licence basis, you can tailor the courseware to meet specific learning or corporate requirements. 1
  • Instant download Content is available to download immediately after purchase. Backup CDs are also available. 2
  • Proven Our course materials are used in hundreds of training centres around the world. Every course is fully beta tested and validated in the classroom before undergoing a full production release. 3
  • Simple... No need to invest in expensive DTP applications - all files are easily editable in any word processor. 4
  • Print on demand You only need to print exactly what you need, when you need it. 5
  • Totally flexible Courses can be modified to meet specific requirements. Sections can be removed. New content added. One or more titles can be combined. Whatever your training requirements, our courseware can help you meet that need. 6
  • Unlimited users Content is sold on a site licence basis. You can train as many staff or employees at that location as you like. Forever! 7
  • Buy once. Use forever! You’re buying a perpetual licence. One payment gives you an unlimited site licence for use as long as you need it. 8
  • No limits! Unlike some content providers, our licence enables you to reprint the courseware as many times as you like. 1 student or 100,000, it doesn’t matter... 9

Customer Service Training: Managing Customer Service Training Outline

Introduction and Course Overview You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.

Changes in Customer Service To begin the day, participants will explore who their customers are and how that has changed during the years.

Creating Excellence This session will look at Curt Coffman's and Gabriel Gonzalez-Molina's twelve conditions for creating excellence.

Communication Skills This session will help participants develop their listening and questioning skills - two cornerstones for great customer service.

Suspending Frame of Reference During this session, participants will explore two advanced communications tools: the frame of reference and the Johari window.

Stereotypes We all categorize and generalize; it helps us understand the world. This session will help participants identify their own stereotypes and ways that they themselves might be stereotyped.

Giving Undivided Attention to Others This session will address two ways that we can pay better attention to others: attending and observing.

Leadership This session will focus on The Situational Leadership Model, developed by Paul Hersey of the California Centre for Excellence. Participants will take the test, score themselves, and then examine their style in detail.

Engaging Employees This session will explore the key behaviors of great managers. Participants will also identify ways to engage different types of employees.

Follow the Leader Participants will explore leadership characteristics through a fun, thought-provoking activity.

Developing a Service Management System To wrap up the workshop, we will look at a team approach to customer service.

Workshop Wrap-Up At the end of the day, students will have an opportunity to ask questions and fill out an action plan.

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Customer Service Training: Managing Customer Service Courseware

  • Fully Customisable
  • Add your own name & logos
  • Unlimited reprinting rights
  • Unlimited number of users
  • No annual renewal fees

Soft Skills, Business Skills and Computer Training Courseware by The Couseware Company

The UK’s Number One choice for Customisable Soft Skills, Business Skills and Computer Training courseware

Want to deliver the best Business Skills or Computer Training courses to your students? The Courseware Company is the UK’s leading supplier of fully Customisable business skills courseware licences.

Content is available for many business disciplines as well as Microsoft Office, Adobe and many other training products. Essentially, we’ve packaged the classroom   prep time into an affordable, effective product.

Bundle and Save

This course can be purchased individually or as part of the Human Resources Bundle. Also included in this bundle are: