Managing Customer Service

$495.00

SKU: GS2114 Categories: ,

Managing Customer Service

Our Managing Customer Service training materials provides you with a fully-customizable package of courseware content for delivery to your employees and/or students.


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Everything you need to run the course is included, just add trainer!

All courseware print licences are perpetual – buy once and use forever!

  • Fully customizable. Sold on a site licence basis, you can tailor ALL content to meet specific learning or corporate requirements.
  • Digital download. Content is available to download after purchase.
  • 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.
  • Simple… No need to invest in expensive DTP applications – all files are easily editable in any word processor.
  • Print on demand. You only need to print exactly what you need, when you need it.
  • 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.
  • 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!
  • 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.
  • 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. No limits…


DOWNLOAD SAMPLE

Student manual

Fully customisable. May be opened in any word processor and changed to meet your exact needs.

Trainer manual

Fully customisable with additional information for trainers.

Ice breakers and classroom activities

Empty section. Edit page to add content here.

Pre-assignment exercise

Pre-assignment exercise. Fully customisable. Helps to reinforce the delegates understanding of the course contents.

Course outline

Content overview. Fully customisable. Comprehensive course overview to help you market your course to your customers.

PowerPoint presentations

PowerPoint presentations. Fully customisable. Complete set of PowerPoint slides for use by the trainer.

Sales information sheets

Sales information sheets. Fully customisable. Information sheets to help you sell your course to your employees or external customers.

Additional reading materials

Additional reading… Fully customisable. Give your students some recommended further reading materials for this course.

The need for leading, promoting, and enhancing a customer-focused culture is essential within every organization. This workshop will provide participants with an opportunity to explore their responsibilities within their role as a customer service agent. As participants discuss the various skills and techniques, they will draw from their own personal and varied experiences to share elements of reward and challenge. Consider this workshop as a re-energizing time to build and expand from where they are now.

  • 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.