• Analyze and implement the best practices of top performing customer service providers
• Utilize best practices for measuring and monitoring customer satisfaction
• Streamline call center operations for optimal service levels
• Successfully utilize interpersonal skills to supervise and motivate employees
• Empower, motivate and retain frontline personnel

By the end of this course, delegates will be able to:

• Describe the importance of the leader as a role model for customer service excellence
• Establish the importance of setting and reviewing customer service standards
• Describe techniques to motivate teams and individuals for peak performance
• Develop effective communication strategies to promote teambuilding
• Evaluate surveys to accurately monitor customer satisfaction
• Design a realistic and challenging customer service employee training program

Customer Service Professionals, Managers, Public Relations Officers, Practitioners & Personnel, Quality Management Personnel, Customer Analysts, HR Professionals who have communications roles, Customer Service Representatives & Professionals, Team Leaders & Supervisors, Administrators, HR & Training Professionals, Accounts Personnel, Sales & Marketing Professionals, Marketing Managers or Directors, Sales Managers or Directors, Sales Trainers, Salespeople, Communication Specialists, Brand Managers, Frontline & Reception Staff, Customer Service Representatives (CSR), Personnel responsible for building and sustaining their company’s reputation for customer service excellence, anyone who provides services, products or information to internal, or external customers

Creating a Customer-Focused Organization

• Vision and mission of a customer focused organization
• Case study: Benchmarking world-class customer service companies
• The roles and responsibilities of a customer-focused manager
• Breakout session: Are you a leader or manager?
• The importance of presenting a professional business image
• Customer service from the heart
• Case study: Best practices - Xerox’ Five Pillars of customer-focused strategy
• Mastering nonverbal communication

Enhancing Leadership & Interpersonal Communication Skills

• Supervising the four personality styles
• Determining your management style
• Overcoming communication barriers in the workplace
• The supervisor’s role in conflict resolution and service recovery
• Facilitation skills: managing group dynamics
• How to give and receive constructive feedback

Setting Customer Service Policies & Performance Standards

• Deming’s Fourteen Points of Total Quality Management
• Traditional manager versus TQM manager
• Setting SMART objectives to improve customer satisfaction
• developing a call center checklist
• Best practices: methods of measuring and monitoring customer satisfaction
• Empowering frontline employees to better serve their customers
• developing a customer service complaint checklist

Building High-Performance Teams & Motivating Individuals

• the building blocks of a high-performance team
• your customer service is only as good as your worst employee
• the power of mutual support and cooperation
• Building teamwork with support and recognition
• Coaching and mentoring techniques
• The impact of stress on individual and team performance

BTS attendance certificate will be issued to all attendees completing minimum of 75% of the total course duration.