Customer Service Management

Customer Service Management

Course Overview:

The need for leading, promoting, and enhancing a customer focused culture, are essential within every organisation. Spread your wings like a dove and prepare to lead, create, and enhance a customer focused culture amongst your team.

This workshop will provide you with an opportunity to explore your responsibilities within your role as a customer service manager. 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-energising time" to build and expand from where you are now.

Course Outline:

SECTION 1:     Changes in Customer Service

  • Identifying Change
  • Identifying Your Customers

SECTION 2:     Creating Excellence

  • On the road to Excellence
  • Positive Responses

SECTION 3:     Communication Skills

  • Active Listening
  • Asking Questions

SECTION 4:     Suspending Frame of Reference

SECTION 5:     Stereotypes

SECTION 6:     Giving Undivided Attention to Others

SECTION 7:     Leadership

  • The Characteristics of a Leader
  • The Situational Leadership Model
  • Additional Information about Leadership Profiles

SECTION 8:     Engaging Employees

  • Managing Employee Engagement
  • The Three types of Employees

SECTION 9:     Alpha Leaders

SECTION 10:     Developing a Service Management System


Course reference: CSM315

Duration: One Day (1 Day)

Time: 09h00 - 15h30

Type: On-site at your work premises


Fact: Without effective management of customer service, all efforts to build customer loyalty can be in vain.


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Training Methods: This workshop includes dynamic trainee/trainer interactions and discussions, written and oral exercises, role plays, case studies, reflection, quizzes and a workbook for each participant to take back to the workplace.


Target Audience: All supervisors or managers who need to install a sense of customer service for their team in order to enhance the customer’s experience.



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