Customer service management skills

Customer Service Leadership and Management Development Masterclass

This highly practical two-day training workshop will give the inspiration, information, tools and techniques to take you and your customer service team to the next level of success and achievement. Built around a World-class approach to business it brings to life the core ‘Customer Service Winning Behaviours’ that that when applied by managers and Directors will make the difference to between good and excellent customer service experience.

The course is comprised of a number of interlinking and integrated themes and modules, building into a complete leadership and personal development experience with a particular emphasis on the skill and techniques for managing a customer service team or department. These include:

The qualities of situational leadership, customer service winning behaviours and vision, coaching skills, managing priorities and projects, improving your communication skills, managing your boss and working in a matrix organisation, better team management and motivation skills, goal setting and time management and more.

Who will benefit?

Customer service managers, team leaders and supervisors.

Two day course with one-day follow-up review workshop held within six weeks.

Course overview

Day 1	Day 2
1. Leadership, management and Nestle’ winning behaviours	7. Coaching for results
2. Situational leadership	8. Motivating yourself and your customer service team
3. Skills and techniques for managing teams	9. Managing stress in yourself and others
4. Practical project management to deliver on time and on budget	10. Communicating confidently and assertively
5. Managing priorities, goal setting and time management	11. Delivering above customer experience through teamwork
6. Communication skills	12. Action plans and course summary

Key learning highlights

Leadership and customer-focused winning behaviours

• Identify your current preferred management and leadership style.
• Choose the most appropriate management or leadership style for any given situation.
• Understand the impact of different styles on others.
• Increase your ability to motivate others and better empower others to perform.
• Develop the talent of others through a range of different and appropriate approaches to suit the situation.

Practical project management to deliver on time and on budget

• Recognise when it is appropriate to adopt a ‘project’ approach to managing your workload.
• Apply a simple life cycle to a project to break it into easy to manage stages.
• Clearly define your projects to provide real clarity in terms of project scope, roles and responsibilities and other key factors.
• Confidently plan, organise and document a project by using a wide variety of tools that add value to the project management process.
• Identify and manage risks proactively to minimise the impact of any deviations from the original plan.
• Become more effective in monitoring and controlling the project work, change requests and resourcing pressures by using best practice processes and techniques.
• Understand what lessons can be learnt from managing work using a project approach.
• Tailor your approach to projects of varying size and complexity.

Communication skills

• Understand what generates obstacles to getting people to engage and cooperate with you.
• Understand how human belief systems cause you and others to adopt certain mindsets and behaviours in particular situations.
• Learn how to manoeuvre your mindset and that of others towards achieving a positive result.
• Learn how to focus on and understand the messages being transmitted consciously and subconsciously from others so that you can use them to produce a beneficial result.
• Change the way others feel by using phraseology, the way you sound and your physical presence.
• Discover methods which will allow you to become flexible so that you can instantly access an array of strategies to deal with whatever the situation demands.

Coaching for results

• Understand the role of the coach as a developer of others.
• Make use of the latest coaching models to structure and make your coaching meetings more effective.
• Create a variety of coaching styles to adapt your coaching to any situation.
• Use day-to-day work activities as an opportunity to coach and raise standards.
• Inspire your learner by agreeing motivational coaching outcomes.
• Employ the skills of ‘instant coaching’ and ‘extended coaching’ .
• Learn how to assess your effectiveness as a coach.

Managing priorities and time management

• Regard time as a resource to be managed.
• Identify and focus on your objectives and key areas of responsibilities.
• Establish and overcome the causes of poor time management.
• Identify and deal with time stealers.
• Prioritise your tasks and the unexpected.
• Increase personal and team productivity to achieve a greater work/life balance.

Motivating your team to win

• Define motivation
• Identify common motivators and demotivators in the workplace
• Apply motivation theories to common workplace scenarios
• Develop motivational leadership skills
• Identify indicators of employee motivation

Skills and techniques for managing teams

• Identify the key skills and characteristics of successful leaders and team managers.
• Demonstrate flexibility across the leadership styles and develop personal strategies for enhancing the effectiveness of your team.
• Develop your team’s strengths.
• Manage different personalities and encourage mutual respect and cooperation from all team members.
• Manage effective team meetings and briefings and carry out delegation duties assertively.
• Resolve conflict and deal with difficult people and situations confidently and positively.
• Create and maintain an ongoing action plan for continuous improvement of the team and your individual management and leadership skills.

Managing stress in yourself and others

• Assess your personal stress levels and identify the common causes of stress in the workplace.
• Identify the causes and effects of stress on your actions.
• Recognise the symptoms of stress in yourself and colleagues.
• Learn how you can deal with pressure and stress effectively at work.
• Adapt to changes in working routine or environment.
• Use practical techniques including breathing and relaxation exercises to help avoid build-up of stress.
• Make changes in your behaviour to resolve conflict of needs in others.

Communicating confidently and assertively

• Make requests assertively.
• Say ‘no’ to unreasonable requests or assertively agree a solution.
• Identify your own strengths and areas for development in terms of assertive behaviour at work.
• Use your body language more effectively to support assertive communication.
• Use self-confidence building techniques to reduce negativity and increase self-esteem.

Delivering above customer experience through teamwork

• Understand your role and responsibilities as a customer service manager.
• Develop a customer-focused culture within your department.
• Understand how to overcome communication barriers between team members and customers.
• Handle difficult situations and people in an effective and friendly way.
• Lead, manage and motivate the team to achieve higher standards of customer service.
• Identify priorities in change to achieve ‘right first time’ customer service.
• Identify the ‘when’ and ‘how to’ coaching opportunities to provide support for individuals to improve their performance.
• Enhance the effectiveness and overall performance of the team in order to meet targets and achieve task orientated goals.

Call 07515 851 691 or email contact@grahamphelps.com