A customer service team is only as good as its manager. When leadership at the top fails, the team usually follows. Develop empowerment, feedback, and performance recognition skills in the context of foundational service concepts from a management perspective. Learn the skills, knowledge, and attitudes that help managers develop the desired behaviors in individuals.
In this workshop, we discuss the following topics:
I. Develop a Customer Service Culture to WOW Your Customers
Management's role is to model essential practices that are exemplary for the front line staff. Your managers will master the following essential practices: generating a spirit of service, leading by example, developing your people, building trust, and focusing the organization on customer needs.
II. Develop, Motivate, and Manage Your Staff to Exceed Expectations
Empower your staff to care for your customers' needs. Discover the skills for developing others, helping them expand their capabilities so they will have the confidence to take on new challenges and work independently.
III. Managing Feedback and Communication!
Organizations renown for customer service excellence take feedback from customers and front line staff seriously! Your managers will master the skills to manage feedback and communication thus improving your service and your business.
IV. Measure Your Performance to Reward Success
Do you know what is most important to your customers about your service? Are you measuring it? Your managers will master a simple yet comprehensive approach to measuring service that will excite people.
V. Recognizing Excellence!
Staff recognition is often the first to falter when the going gets rough. Many times managers don't have the skills or the time to recognize others. Your managers will master the skills of recognition, both formal and informal, and create strategies to build excellence into performance.
Please
This e-mail address is being protected from spambots. You need JavaScript enabled to view it
to request additional information regarding our Customer Satisfaction Workshops.
Read this eBook now and learn about harmful behaviors that result from success and how to recognize them.
I believe the group became or grew closer as employees with each session - a good team-building tool. I benefited through goal setting and improving communication by learning to listen to what is really being said.
People Skills Workshop - Michael B., Nashville,TN
Through this program, I have learned how to be a better listener and organizer. I learned how to delegate more and how to balance out my my time for myself and my employees. Our group benefited by learning to be more open and up front...
I have a higher level of confidence, I am more decisive, and have a greater knowledge and awareness of potential problems in the office environment. Our group benefited by hearing everyone's viewpoint on each situation presented, then applying the information individually. This format was very...
A customer service team is only as good as its manager. When leadership at the top fails, the team usually follows. Develop empowerment, feedback, and performance recognition skills in the context of foundational service concepts from a management perspective. Learn the skills, knowledge, and attitudes that help managers develop the desired behaviors in individuals. 