Managing Customer Service

1. INTRODUCTION

The need for leading, promoting, and enhancing a customer focused culture, are essential within every organisation. Leading, creating, and enhancing a customer focused culture are essential within government departments.

This workshop will provide you with an opportunity to explore your responsibilities within your role as a customer service agent. As we discuss the various skills and techniques, draw from your own personal and varied experiences to share elements of reward and challenge. Consider this workshop as a “re-energising time” to build and expand from where you are now.

2. OBJECTIVES

Identify ways to establish the links between excellence in customer service and your business practices and policies.
Develop the skills and practices that are essential elements of a customer service focused manager. n Recognize what employees are looking for to be truly engaged.
Recognize who the customers are and what they are looking for.
Develop strategies for creating engaged employees and satisfied customers in whatever business units you manage.

3. OUTLINE

Introduction and Course Overview

Changes in Customer Service

Identifying Change

Identifying Your Customers

Creating Excellence

Communication Skills

Active Listening

Asking Questionsn Suspending Frame of Reference

Stereotypes n Giving Undivided Attention to Others

Leadership

The Characteristics of a Leader

The Situational Leadership Model

Additional Information about Leadership Profilesn Engaging Employees

Alpha Leaders

Developing a Service Management System

About Angelo Kehayas