Course Overview
In today's fast-paced business environment, delivering exceptional customer service is essential for organizational success. This course aims to build strong leadership capabilities, foster a customer-centric culture, and enhance problem-solving and communication skills within teams. Participants will learn how to effectively manage and motivate teams, handle challenging customer situations, and drive customer loyalty through proactive leadership.
Duration
5 Days
Who Should Attend?
- Customer Service Managers
- Team Leaders and Supervisors
- Aspiring Customer Service Professionals
- Business Owner
- HR Managers
Course Objectives
By the end of this course, participants will:
• Understand the fundamentals of customer service leadership and how it impacts organizational success.
• Develop skills to lead and inspire customer service teams to exceed performance goals.
• Learn effective communication techniques to build rapport with customers and resolve conflicts.
• Understand how to handle customer feedback and use it to drive continuous improvement.
• Foster a customer-centric culture within the team and organization.
• Gain problem-solving skills to address and resolve escalated customer service challenges.
• Learn techniques for coaching and mentoring team members for personal and professional growth.
• Utilize key performance indicators (KPIs) to assess team performance and customer satisfaction.
Course Outline:
Module 1: The Foundations of Customer Service Leadership
- Introduction to Customer Service Leadership
- The Role of a Customer Service Leader
- Building a Customer-Centric Mindset in Teams
- Emotional Intelligence in Customer Service Leadership
- Case Study: Transforming Customer Service Teams
Module 2: Effective Communication and Conflict Resolution
- Mastering Verbal and Non-verbal Communication Skills
- Active Listening and Empathy in Customer Interactions
- Conflict Management: Handling Difficult Customers and Situations
- Giving and Receiving Feedback from Customers and Team Members
- Role-Playing Exercise: Real-world Customer Scenarios
Module 3: Team Motivation and Performance Management
- Motivating and Engaging Customer Service Teams
- Goal Setting for Team and Individual Performance
- Coaching and Mentoring for Continuous Improvement
- Leadership Styles and Their Impact on Team Dynamics
- Case Study: Leading High-Performing Customer Service Teams
Module 4: Customer Feedback and Continuous Improvement
- The Importance of Customer Feedback in Leadership
- Techniques for Collecting and Analyzing Feedback
- Using Feedback to Improve Processes and Services
- Continuous Improvement in Customer Service Operations
Module 5: Driving Customer Loyalty and Long-Term Success
- Building Customer Relationships That Last
- Developing Strategies for Customer Retention and Loyalty
- KPIs for Customer Service Teams: Measuring Success
- Leading Change and Innovation in Customer Service
- Final Project Presentation: Leadership Plan for a Customer Service Team
Customized Training
This training can be tailored to your institution needs and delivered at a location of your choice upon request.
Requirements
Participants need to be proficient in English.
Training Fee
The fee covers tuition, training materials, refreshments, lunch, and study visits. Participants are responsible for their own travel, visa, insurance, and personal expenses.
Certification
A certificate from Ideal Workplace Solutions is awarded upon successful completion.
Accommodation
Accommodation can be arranged upon request. Contact via email for reservations.
Payment
Payment should be made before the training starts, with proof of payment sent to [email protected].
For further inquiries, please contact us on details below:
