By the end of this course, delegates will be able to:

• Establish the importance of setting and reviewing customer service standards
• Develop an understanding of internal and external customer expectations
• Communicate more effectively by utilizing active listening and questioning skills
• Demonstrate how to deal with difficult or demanding customers in a professional manner
• Set SMART objectives and goals to become more productive
• Utilize stress management techniques to increase job satisfaction
• Develop a strategy to build a more proactive, customer-centric organization
• Analyze and implement the 'best practices' of world-class customer-centric organizations
• Utilize interpersonal skills as vital tools in the provision of customer service
• Measure and assess how well customer service standards and objectives are being achieved
• Enhanced communication, persuasion, and conflict resolution skills 

Creating a Customer-Focused Organization: 

• Vision and mission of a customer-focused organization
• Benchmarking world-class customer service companies
• The roles and responsibilities of a customer-focused manager
• The importance of presenting a professional business image
• Breakout session: Customer service from the heart
• Best practices - Xerox’ Five Pillars of Customer-focused Strategy
• Mastering nonverbal communication

Enhancing Leadership and Interpersonal Communication Skills:

• Supervising the four personality styles
• Determining your management style
• Overcoming communication barriers in the workplace
• Listening Awareness Inventory
• The most admired character traits of leaders
• The supervisor’s role in conflict resolution and service recovery
• Managing group dynamics
• How to Give and receive constructive feedback

Setting Customer Service Policies and Performance Standards:

• Dr. Deming’s Fourteen Points of Total Quality Management
• Traditional manager versus TQM manager
• Setting SMART objectives to improve customer satisfaction
• Developing a call center checklist
• Methods of measuring and monitoring customer satisfaction
• Empowering frontline employees to better serve their customers
• Developing a customer service complaint checklist
• Working with difficult or demanding customers

Building High-Performance Teams and Motivating Individuals: 

• The building blocks of a high-performance team
• Your customer service is only as good as your worst employee
• Team building: The paper towel
• The power of mutual support and cooperation
• Building teamwork with support and recognition
• Coaching and mentoring techniques
• The impact of stress on individual and team performance
• The benefits of teamwork and cooperation

Leading the Way to Superior Customer Service:

• Recruiting, interviewing and hiring quality personnel
• Developing and implementing effective training
• The importance of attitude and teamwork
• Professional development and continuous improvement
• Setting performance goals and expectations
• Employee recognition and performance review
• Empowering, motivating and retaining frontline personnel

• Sales Managers
• Department Managers
• Customer Service Managers
• Customer Service Professionals
• Team Supervisors
• Frontline Customer Service Representatives (CSR)
• Account Managers
• Field Service Representatives
• Persons who want to gain essential skills to improve their career