Customer Service Management Training Course

Course Aims

This Customer Service Management training course will provide you with the skills and approaches needed to motivate and develop your customer service team.

Course Objectives

By attending this Customer Service Management Training Course you will:

• Have tools to identify the different characters in your team
• Be able to communicate the customer service ethos to all team members
• Be able to different techniques to motivate both individuals and your team as a whole
• Know how to set clear objectives with your team members as well as objectives that stretch to achieve more
• Be able to coach your team members effectively to get maximum performance
• Have tools and techniques to deal with underperforming team members

Course Content

Here's what we cover in our Customer Service Management Training Course:

What is a Customer Service Management?

• The role of the customer service manager
• The skills needed to be an effective customer service manager
• The objectives of the customer service manager

Team Characteristics

• Understanding team personalities
• How to communicate with different personalities
• How to motivate different personalities
• The team development life cycle

Setting Goals and Objectives

• Setting daily/weekly/monthly targets and objectives
• Feeding objectives into overall performance management programmes
• Monitoring goals and objectives
• Gaining buy-in from team members
• Setting targets and objectives that stretch the team members

Monitoring, Motivating and Maintaining Performance

• How to monitor your overall team performance
• Using dashboards and other tools to track performance and gather data
• Using motivational techniques to maintain and increase performance

Coaching and Feedback

• Understanding how coaching helps maintain and improve performance
• Using a simple coaching structure to have effective conversations
• Turning gathered data into effective feedback
• Providing feedback that creates change

Dealing With Under Performing Customer Service Team Members

• How to proactively identify potential drops in performance
• Effective underperformance discussions
• Setting targets for improvement
• Using personal improvement plans

Who Should Attend our Customer Service Management Training Course?

This customer service management training course is for anyone who is responsible for overseeing a customer service team or department.

If you want to:

• Know how to lead and manage your customer service team to deliver great service
• Be able to set clear customer service standards and monitor and measure agains them
• Motivate team members to deliver great service
• Have confidence in tacking performance issues in your customer service team
• Clear clear strategies for improving and maintaining service standards
• Have a better approach to department planning

Then this customer service management course is for you.

The course is suitable for people of all levels and in all roles and industries.

A 1 day online live virtual training course with one of our highly experienced customer service management trainers. You also get:

• A highly interactive online experience
• Access to MyRevolution Learning to retain access to your materials and stay in touch with your trainer
• A digital copy of the course materials from the course
• A digital course certificate

Customer service management is using a range of leadership and management skills, but highly targeted towards teams that are customer facing and responsible for delivering customer service

The skills and approaches that we look at in the course can be used in a department that deals with customer via one channel or a multi-channel team.

As we only deliver this course as an in-house course, we will work with you to understand who will be attending the course and ensure the course is pitched at the correct level for the attendees and that it looks specifically at your organisation and teams.

Yes. We have lots of articles about customer service in the customer service section of our blog.