This one-day workshop will teach participants how to Develop the skills and practices that are essential elements of a customer service focused manager.
- Course Outline
This one-day workshop will teach participants how to:
- Identify ways to establish links between excellence in customer service and 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 their customers are and what they are looking for
- Develop strategies for creating engaged employees and satisfied customers
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.
- Prerequisites & Certificates
Certificate of Completion
- Cancellation Policy
ctc TrainCanada - We Never Cancel*:
We are unique in the corporate training field in that we do not cancel desktop applications courses due to low enrollment. When there are less than 3 students, ctc TrainCanada will personalize the class (students then receive more time with the instructor to address their individual needs allowing the student to complete the full course in less time) or connect the student remotely to a class at one of our other branches via TrainLive remote classroom instruction. *Microsoft Certified Courses and other technical courses require a minimum enrollment of three students. Business Skills courses require multiple students in order to run due to the interactive nature of the training. Selected Desktop Applications courses may require a minimum enrollment of two students to run. ctc TrainCanada® reserves the right to deliver Microsoft Certified and other technical courses via TrainLive remote classroom instruction in order to guarantee the course to run.
ctc TrainCanada Cancellation policy:
You may cancel or reschedule this registration in writing with no penalty with a minimum of 10 business days' notice prior to the first day of the course. Full payment is required if you cancel or reschedule this registration within 10 business days prior to the first day of the course. However, substitutions are welcome. If you do need to cancel or reschedule a publicly scheduled course within the 10 day non-cancellation period (not a client dedicated course), payment is to be made and a training voucher for a public course will be issued to you. This allows you to attend a future date for the same course at no charge (subject to availability).
No-shows will not be issued a training voucher.
Complimentary Service: We offer all our students coffee, tea, juice or pop, muffins or pastries in the morning and cookies baked in our own oven each afternoon.
- Map & Reviews
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This course currently does not have any dates scheduled. Please call 1-877-313-8881 to enquire about future dates or scheduling a private, in house course for your team.
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