Customer Service Management Training Course

This Customer Service Management training course will provide you with the skills and approaches needed to motivate and develop your customer service team.

By attending this Customer Service Management training course, you will:

• Have tools to identify the different characters in your team
• Be able to communicate the customer service ethos to all team members
• Be able to different techniques to motivate both individuals and your team as a whole
• Know how to set clear objectives with your team members as well as objectives that stretch to achieve more
• Be able to coach your team members effectively to get maximum performance
• Have tools and techniques to deal with underperforming team members

• The role of the customer service manager
• The skills needed to be an effective customer service manager
• The objectives of the customer service manager

• Understanding team personalities
• How to communicate with different personalities
• How to motivate different personalities
• The team development life cycle

• Setting daily/weekly/monthly targets and objectives
• Feeding objectives into overall performance management programmes
• Monitoring goals and objectives
• Gaining buy-in from team members
• Setting targets and objectives that stretch the team members

• How to monitor your overall team performance
• Using dashboards and other tools to track performance and gather data
• Using motivational techniques to maintain and increase performance

• Understanding how coaching helps maintain and improve performance
• Using a simple coaching structure to have effective conversations
• Turning gathered data into effective feedback
• Providing feedback that creates change

• How to proactively identify potential drops in performance
• Effective underperformance discussions
• Setting targets for improvement
• Using personal improvement plans

Download the Course Brochure

Download a copy of our Customer Service Management training course brochure below.