Managing Service Excellence
Do you lead or manage customer-facing teams? Do your teams represent your company to internal or external customers?
Would you like to develop your professional skills in better managing service excellence to your service delivery teams? If so, this highly informative course will help you to lead your customer service teams towards delivering outstanding levels of customer satisfaction.
MANAGE CUSTOMER SERVICE TEAMS
During this customer service workshop for leaders, participants will learn techniques to better manage the service delivered by their teams of customer service staff. Working together in small groups, learners will use video clips, role plays and case studies to lead their service delivery teams to success.
TOPICS COVERED DURING THE PROGRAMME
01.Introduction to managing service excellence
- Building a culture of service excellence in your team.
- The 6D’s of creating a customer-focused culture.
- Defining service vision.
02. Managing the customer experience
- Customers’ emotions and your emotional signature.
- Creating a customer-centric company.
- Learning from high-performing organisations’ service delivery.
03. Managing the Service Team
- Finding the best staff.
- Developing engaged and empowered employees.
- Establish better-motivated, happier customer service teams.
04. Evaluating Service Performance
- Types of service performance measures and their benefits.
- Purpose of performance measures.
- Discover how data can be used effectively to improve service.
Course overview
- Understand how to build a culture of service excellence in your organisation.
- Learn to better manage the customer experience by focusing on customers’ emotions.
- Learn how to best evaluate service performance and how to improve it.
- Establish better-motivated, happier customer service teams.
- Group discussions
- Mystery shopping
- Case studies
- Role plays
- Simulations
Current and future leaders of service delivery teams.
1 day.
Maximum size of 15.
Available on request.
- Classroom.
- Virtual.
REQUEST YOUR QUOTATION
Receive a no obligation proposal for training your team. Discover the full range of training options and courses available.
PROGRAMMES COMPLETED
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