Certificate In Customer Service Training: Managing Customer Service

£149.00

Like all business values, a customer service focus must be demonstrated from the top down. Customer service leaders have a responsibility to demonstrate good leadership practices as well as good customer service practices. This course will share several leadership models that you can use to successfully lead a customer service team.

Like all business values, a customer service focus must be demonstrated from the top down. Customer service leaders have a responsibility to demonstrate good leadership practices as well as good customer service practices. This course will share several leadership models that you can use to successfully lead a customer service team.

In this course, you will learn about the six critical elements of customer service. You will also learn about Paul Hersey and Ken Blanchard’s Situational Leadership II® model, servant leadership, and the five practices in James Kouzes and Barry Posner’s “The Leadership Challenge.”

Only 6 to 8 hours of study is required per course.

What’s Included?

Wiki_tick  Unlimited  lifetime access
Wiki_tick  Access anywhere, any time
Wiki_tick  Fast effective training, written and designed by industry experts
Wiki_tick  Track your progress with our Learning Management System
Wiki_tick  Unlimited support
Wiki_tick  Save money, time and travel costs
Wiki_tick  Learn at your own pace and leisure
Wiki_tick  Easier to retain knowledge and revise topics than traditional methods
Wiki_tick  Exam preparation quizzes, tests and mock exams to ensure that you are 100% ready

£149.00Add to cart

Modules

Only 6 to 8 hours of study is required per course.

Session 1: Course Overview

Learning Objectives
Pre-Assignment
Pre-Assignment Article, Part One
Pre-Assignment Article, Part Two
Pre-Assignment Article, Part Three
Making Connections

Session 2: Six Critical Elements

Element One: A Customer Service Focus
Making Connections
Element Two: Defined in Your Organization
Making Connections
Element Three: Given Life by the Employees
Self-Assessment
Element Four: Problem Solving
Define the Problem
Research and Analyze the Problem
Establish a Criteria List
List Possible Alternatives
Evaluate Each Alternative
Select the Best Alternative(s)
Making Connections
Making Connections
Element Five: Measure It
Critical Evaluation
Informal Surveys
Focus Groups
Brainstorming
Benchmarking
Fish Bone (Cause and Effect, or Root Cause)
Element Six: Reinforce It
Additional Rewards
Developing and Maintaining Relationships
Phrases for Customer Service Success
Measurement in Practice

Session 3: Understanding Leadership

About Leadership
Director’s Style
Coach’s Style
Supporter’s Style
Delegator’s Style
Understanding Your Comfort Zone
Our Comfort Level
The Cyclical Process
Managing Performance
Servant Leadership
Making Connections
Onboarding and Orientation
The First Day
Your Role as a Leader

Session 4: Five Practices of Leadership

Challenging, Inspiring, and Enabling
Challenge the Process
Making Connections
Inspire a Shared Vision
Enable Others To Act
Making Connections
Modeling and Heart
Making Connections
Practices in Practice
Pre-Assignment Review

Session 5: A Personal Action Plan

Starting Point
Where I Want to Go
How I Will Get There

System Requirements

Minimum specifications for the computer are:

Windows:

Microsoft Windows XP, or later
Modern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)

MAC/iOS:

OSX/iOS 6 or later
Modern and up to date Browser (Firefox, Chrome, Safari)

All systems:

Internet bandwidth of 1Mb or faster
Flash player or a browser with HTML5 video capabilities (We recommend Google Chrome)