Managing Customer Service (BMO13EO)
Instructor
Savvy
Reviews
Course Overview
What Will Students Learn?
- How to identify ways to establish links between excellence in customer service and your business practices and policies.
- How to develop the skills and practices that are essential elements of a customer service-focused manager.
- How to recognize what employees are looking for to be truly engaged.
- How to recognize who the customers are and what they are looking for.
- How to develop strategies for creating engaged employees and satisfied customers in whatever business units you manage.
What Topics are Covered?
- The six critical elements of customer service
- A customer service focus
- Procedures
- Culture
- Problem-solving
- Measurement
- Reinforcement
- Understanding leadership
- The five practices of leadership
Course Content
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Academy Topics
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Learning Objectives
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Pre-Assignment
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Pre-Course Assessment
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Six Critical Elements
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Critical Elements of Customer Service
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Element One: A Customer Service Focus
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The Three Beliefs
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Element Two: Procedures
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Drafting Standards
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Element Three: Culture
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Element Four: Problem-Solving
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Role Play
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Element Five: Measurement
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Element Six: Reinforcement
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Developing and Maintaining Relationships
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Phrases for Customer Service Success
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Measurement in Practice
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Understanding Leadership
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About Leadership
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Understanding Your Comfort Zone
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Our Comfort Level
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Managing Performance
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Servant Leadership
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The Heart of Leadership
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Onboarding and Orientation
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Five Practices of Leadership
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Challenging, Inspiring, and Enabling
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Making Connections
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Making Connections
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Modeling and Heart
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Committing to Recognition
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Practices in Practice
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Pre-Assignment Review
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Course Summary
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Recommended Reading List
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Personal Action Plan
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Post-Course Assessment
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