Course Overview:
The need for leading, promoting, and enhancing a customer focused culture, is 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