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
