Coaching for Customer Service

Business Training Works, Inc.
Port Tobacco, MD, United States

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' The expense of hiring and training a constantly revolving customer service staff costs organizations thousands of dollars each year. By learning to effectively coach and manage customer service employees, an organization can reduce turnover, deliver better service, build a stronger customer care culture, and save money. This dynamic program is designed for people who manage and supervise front-line employees who regularly deal with the public.

Program Objectives

As a participant, at this program’s conclusion you should be able to:
Identify first-rate customer service.
Recognize performance gaps.
Delegate tasks to others.
Set SMART goals for yourself and others.
Provide constructive feedback and follow up on goals and workgroup targets with subordinates.
Counsel an employee who is not performing up to expectations.
Illustrate the impact of body language and voice tones on communication.
Explain the four basic behavioral styles and how to adapt to each.
Capitalize on your style for more effective communication.
List tactics for dealing with difficult behaviors.
Create an environment that is conducive to delivering exceptional service.
Develop an action plan to improve your supervision skills.

Course Outline

Good Manager, Bad Manager - What Do You Want to Be?
This training kicks off with a discussion of the qualities of both good and bad managers and supervisors, and what can sabotage achieving success in a supervisory role. Special attention is paid to the challenges of managing those who regularly interact with customers.

Building Personal Credibility - Understanding Different Communication Styles
Module two shifts the focus inward to each participant’s personal communication style. Using the Business Training Works’ signature diagnostic tool, The Communication Jungle, participants will learn to identify their own behavioral styles, the styles of their coworkers and subordinates, and how to adjust for better coaching and communication.

Be SMART - Goal Setting for Peak Performance
Setting realistic and manageable goals is a critical skill for managers and supervisors to possess. This module explores the components of SMART goals and allows participants to practice writing goals and expectations for the people they supervise.

So, How Am I Doing? - Delivering Performance Feedback
Performance feedback should not only happen during an annual review. It should be part of the normal working relationship between managers and those they supervise. This module explores the steps of giving both positive and negative feedback. Using case studies and real-life examples, participants will have the opportunity to practice giving feedback to subordinates.

Difficult Personalities and Difficult Situations - Dealing with the Challenging
In module five, participants will create solutions to case studies that focus on difficult personalities and difficult situations. From "negaholics" to backstabbers, and whiners to minimal contributors, participants discuss better ways with which to communicate and manage those whose actions make the process harder.

Pull out Your Pompoms - Becoming a Cheerleader Without Being Cheesy
This program concludes with ideas for motivating a team to succeed. From competitions to raffles, this module focuses on building camaraderie and the extra things customer service managers can do to make their department a better place to work.

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Phone:301.934.3250

School Address:

9015 Katie Court . Port Tobacco, MD 20677 USA

Jobs & Resumes: Port Tobacco
Houses & Roommates: Port Tobacco

Communication Skills
Dealing with Difficult People - Communication Skills Training
Negotiation Skills
Business Writing
Listening Skills
Communication Skills Training for Technical Professionals
Communication Skills for Managers and Supervisors
Workplace Diversity
Team Building
Customer Service Telephone Skills
Supervision Skills For Managers
CUSTOMER SERVICE EXCELLENCE
Basic Supervision
Time Management
Organizational Skills
Stress Management
Administrative Assistant
Creativity and Critical Thinking
Sales Training

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