Objective:
At the end of this Customer Focused Management training course, you will learn to:
- Understand the Business and Strategic Reasons for Customer Service Excellence being Imperative
- Establish the Importance of Setting and Reviewing Customer Service Standards
- Describe Techniques to Lead, Manage and Motivate Teams and Individuals for Peak Performance
- Develop Effective Communication Strategies to Promote Team Building
- Evaluate Surveys to Accurately Monitor Customer Satisfaction
- Use Social Media to Engage with and Conduct Meaningful Dialogues with Customers
Content:
- The Vision and Mission of a Customer Focused Organisation
- The Roles and Responsibilities of a Customer-focused Manager
- The Importance of Presenting a Professional Business Image
- Supervising the Four Personality Styles
- Overcoming Communication Barriers in the Workplace
- The Supervisor’s Role in Conflict Resolution and Service Recovery
- Deming’s Fourteen Points of Total Quality Management
- Traditional Manager vs. TQM Manager
- Setting SMART Objectives to Improve Customer Satisfaction
- 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
- Using Social Media to Engage with Customers
- Recruiting, Interviewing and Hiring Quality Personnel
- Developing and Implementing Effective Training
- The Importance of Attitude and Teamwork
For Whom:
This training is designed for the following department:
- Sales Managers
- Customer Service Managers
- Team Supervisors
- Frontline Customer Service Representatives (CSR)
- Account Managers
- Field Service Representatives
- Department Managers
- Marketing Managers