Customer Service Training: Managing Customer Service
The need for leading, promoting, and enhancing a customer focused culture, are essential within every organization. Leading, creating, and enhancing a customer focused culture are essential within government departments.
This one-day workshop will provide you with an opportunity to explore your responsibilities within your role as a customer service agent. As we discuss the various skills and techniques, draw from your 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 you are now.
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Ø Introduction and Course Overview |
Ø Changes in Customer Service |
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o Identifying Change |
o Identifying Your Customers |
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Ø Creating Excellence |
Ø Communication Skills |
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o Active Listening |
o Asking Questions |
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Ø Suspending Frame of Reference |
Ø Stereotypes |
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Ø Giving Undivided Attention to Others |
Ø Leadership |
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o The Characteristics of a Leader |
o The Situational Leadership Model |
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o Additional Information about Leadership Profiles |
Ø Engaging Employees |
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Ø Alpha Leaders |
Ø Developing a Service Management System |
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