Courses

Leading high performance customer service teams

General duration

1 day

Target group

Organisations that provide exceptional service to their customers have long recognised the need for a team approach to successfully create a service culture. The leader has responsibilities for ensuring that service is firmly entrenched in the overall organisational culture. Managing resources, processes and people is critical to the successful implementation of customer service.

Learning objectives

At the completion of this course participants should be able to:

• define quality customer service
• identify your role in creating and maintaining quality customer service
• plan steps for creating and maintaining a customer service culture in your organisation
• identify your own behavioural style when dealing with team members and customers
• manage moments of truth
• build and lead a top customer service team
• self-assess any areas for further development

Course content

This course includes:

• Quality Customer Service
• The leaders’ role in creating customer focus
• DiSC – Managing differences in your team
• the service triangle – making quality service happen
• systems and processes
• setting quality service standards
• creating a customer service culture
• building and leading a top customer service team
• monitoring and reporting on customer service

recognising and rewarding success