Managing and Coaching Excellent Customer Service within a Team
Full course information
Introduction
Caroline Tan wrote and designed this two day programme following considerable customer feedback from Heads of Service, Team Managers and Supervisors, who commented that whilst there was plenty of general management courses and workshops around, there was nothing specifically to help them to understand the skills needed to plan, implement, manage and measure customer service within their teams.
With budgets continually being tightened, often organisations cannot afford to send many team members to conferences and seminars so Managing and Coaching Excellent Customer Service within a team aims to plug this knowledge gap.
A programme with a difference
Learning from the best
As well as covering the important skills necessary to engender a culture of excellence within a team, this programme works through case studies of World Class organisations from both inside and outside a delegate’s own industry area
Learning from Customer Service Gods and Goddesses
We also look at some of the teaching of the great Customer Service Gurus to inspire a creative approach to customer service
Networking
Whether you attend this programme internally within your organisation or you come to an external course, you will benefit from learning best practice from others and sharing themes, concerns and hopefully build a few new relationships
Development + action
Sometimes it can be difficult after attending a course to find the time in the workplace to put all the good ideas generated into place. With this programme you will leave with your first year’s strategy already planned out.
Inspiring People also offers individual coaching services if you need a bit more support when you get back into your team.
What do we cover on the days?
Day 1
- An introduction to service – a brief history of the quality movement and customer service – how did we get to here?
- Customers! What makes them tick? This session will help you to understand the actions and their frustrations
- The ingredients of a winning customer service culture – an introduction and overview of the things that really do make the difference
- Being an inspirational customer service team leader
- Where are you now? Establishing your starting point
- The people in your team – what makes them tick?
- Change management skills – some background, tools and techniques
- Overcoming the barriers to customer service
- Reflection on the day and action planning
Day 2
- Sharing and supporting the action that delegates have undertaken since the first day
- Discussion sessions around the various customer service strategies being undertaken within delegate’s organisations – the similarities and the differences
- Growing Customer Service exemplars – what do the perfect customer service individuals look and sound like? Sharing the characteristics to help you to recruit, select, train, coach and develop the right people
- A brief introduction to the art of coaching
- When do you know that someone has a coaching need? Helping you to get consistent excellence across all team members
- Measuring and monitoring Customer Service and obtaining customer feedback
- Managing your department’ “Moments of Truth” – a session which breaks down your departmental service experience on a micro level in order to help you to understand where your customers are able to make an emotional judgement on it
- Action planning your next steps following the programme
What approach do we take?
A combination of written material and interactivity to keep those energy levels up! You will also receive “The toolkit” – a visually exciting handbook of case studies, tools and techniques to take back to the workplace with you.
Above all, it is a colourful and fun event!