Managing Customer Service Training

Course Overview

Let’s bring the elasticity of this group to work, create a space for everyone to get to know each other, and continue to set an agenda for what’s ahead here for us in this time together, and also set some learning goals, also called learning objectives – personal and individualised learning!

Topics covered in this course

The Six Critical Elements of Customer Service

The first part of the day is devoted to the six essentials of good customer service:

A customer service focus:

• Procedures
• Culture
• Problem-solving
• Measurement
• Reinforcement

Understanding Leadership

Participants will examine the complexity of leadership, can they apply principles and techniques of the Situational Leadership II ® model by Paul Hersey and Ken Blanchard, as well as Robert Greenleaf’s concept of ‘the servant leader’ into real-life scenarios? Plus, useful tips and experiences for how to manage performance and onboard new staff in the team!

Five Practices of Leadership

Explore the Five Practices of exemplary leadership, as documented and refined by James Kouzes and Barry Posner in The Leadership Challenge, and discover the essential skills you need today to lead authentically and for superior performance.

Workshop Wrap-Up

At the end of this course, participants have, in addition to any questions they might pose, an opportunity to refine an action plan that would be particularly helpful for them – giving each participants a very special opportunity to personalise their learning.

Host or Publisher Paramount Training & Development Brisbane