Customer Service Training: Managing Customer Service Courseware and Training Materials

What's included?
What’s included?
Available for delivery as a download from our web server or provided on CD, this courseware package includes the following resources to make your trainer’s life much, much easier.

This courseware package includes:

	Student Manual. Fully customisable. May be opened in any wordprocessor and changed to meet your exact needs.
	Trainer manual. Fully customisable with additional information for trainers.
	Ice breakers and class activities. Fully customisable. Delivered as a folder full of activities for your students.
	Content overview. Fully customisable. Comprehensive course overview to help you market your course to your customers.
	PowerPoint presentations. Fully customisable. Complete set of PowerPoint slides for use by the trainer.
	Sales information sheets. Fully customisable. Information sheets to help you sell your course to your employees or external customers.
	Additional reading… Fully customisable. Give your students some recommended further reading materials for this course.

To get started, just open this ‘Customer Service Training: Managing Customer Service’ training courseware in your favourite word processor. You can fully customise the materials to suit your exact learning needs and include your own branding. Your own tailor-made course, delivered ‘off-the-peg’ and saving you thousands of pounds in development time and man-hours. Just press print and the perfect learning experience is yours to deliver.

Course outline
Course outline

Introduction

The need for leading, promoting, and enhancing a customer-focused culture is essential within every organization. This one-day workshop will provide participants with an opportunity to explore their responsibilities within their role as a customer service agent. As participants discuss the various skills and techniques, they will draw from their own personal and varied experiences to share elements of reward and challenge. Consider this workshop as a re-energizing time to build and expand from where they are now.

Highlights of what participants will learn:

• Identify ways to establish links between excellence in customer service and their business practices and policies;
• Develop the skills and practices that are essential elements of a customer service focused manager;
• 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

Course contents

• Introduction and Course Overview You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.
• Changes in Customer Service To begin the day, participants will explore who their customers are and how that has changed during the years.
• Creating Excellence This session will look at Curt Coffman’s and Gabriel Gonzalez-Molina’s twelve conditions for creating excellence.
• Communication Skills This session will help participants develop their listening and questioning skills – two cornerstones for great customer service.
• Suspending Frame of Reference During this session, participants will explore two advanced communications tools: the frame of reference and the Johari window.
• Stereotypes We all categorize and generalize; it helps us understand the world. This session will help participants identify their own stereotypes and ways that they themselves might be stereotyped.
• Giving Undivided Attention to Others This session will address two ways that we can pay better attention to others: attending and observing.
• Leadership This session will focus on The Situational Leadership Model, developed by Paul Hersey of the California Centre for Excellence. Participants will take the test, score themselves, and then examine their style in detail.
• Engaging Employees This session will explore the key behaviors of great managers. Participants will also identify ways to engage different types of employees.
• Follow the Leader Participants will explore leadership characteristics through a fun, thought-provoking activity.
• Developing a Service Management System To wrap up the workshop, we will look at a team approach to customer service.
• Workshop Wrap-Up At the end of the day, students will have an opportunity to ask questions and fill out an action plan.

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