Leading a Customer Service Team

$79

This course is about creating a truly customer focused service team. The course helps you build the alignment and customer focus required to truly accelerate team performance, and helps you build your reputation as a true ‘Service Leader’.

Description

Ultimately, good customer service is about ordinary people doing ordinary things very well. An ideal employee is one who will work hard for the customer, not with the hope of getting a raise or a promotion, but because it is the right thing to do. Cultivating this attitude in turn depends on how an organization hires, develops and treats its people on the job. Having a team of well-trained and motivated employees will enable them to respond well to your customer’s needs. Your employees are ambassadors of your brand.

This course in leading a customer service team will help you create a truly customer focused service team. The course helps you build the alignment and customer focus required to truly accelerate team performance, and helps you build your reputation as a true ‘Service Leader’.

COURSE DETAILS
  • Suitable For: First-Line Managers
  • Course Duration: 20 Hours
  • Access Duration: You will have access to your course for 90 days from date of purchase
  • Certification: Download your Certificate on completion
  • Additional Resources: Download Learners manual, additional articles and worksheets
COURSE CONTENTS

This course comprises the following lessons:

Lesson 1 – Getting Started

Video – The Power of Teamwork

SECTION 1: CHARACTERISTICS OF AN EFFECTIVE SERVICE TEAM

Lesson 2 – Defining the Effective Team

Video – 8 Characteristics of Effective Teams

Lesson 3 – Creating Team Vision and Purpose

Video – Creating a Customer-Focused Culture

Lesson 4 – Creating a Service Focus

Video – Customer Focus

Lesson 5 – Building a Cohesive Team

Leading a Customer Service Team – Quiz 1

SECTION 2: MOTIVATING YOUR TEAM

Lesson 6 – Motivating your Team

Lesson 7 – Goal Setting and Motivation

Video – Locke’s Goal Setting Theory

Lesson 8 – Setting High Expectations

SECTION 3: IMPROVING TEAM PERFORMANCE

Lesson 9 – The Team Performance Plan

Leading a Customer Service Team – Quiz 2

Lesson 10 – Managing Team Communications

Video – How to Run an effective Team Meeting

Lesson 11 – Developing the Team

Lesson 12 – Wrapping -up

Leading a Customer Service Team – Quiz 3

Leading a Customer Service Team – Course Evaluation

CERTIFICATION: DOWNLOAD YOUR CPD CERTIFICATE ON COMPLETION