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Customer Service Training: Managing Customer Service
Back The need for leading, promoting, and enhancing a customer focused culture, are essential within every organisation. Leading, creating, and enhancing a customer focused culture are essential within government departments. 

This one-day workshop will provide you with an opportunity to explore your responsibilities within your role as a customer service agent. As we discuss the various skills and techniques, draw from your own personal and varied experiences to share elements of reward and challenge. Consider this workshop as a “re-energising time" to build and expand from where you are now. 

  • Introduction and Course Overview
  • Changes in Customer Service
    • Identifying Change
    • Identifying Your Customers
  • Creating Excellence
  • Communication Skills
    • Active Listening
    • Asking Questions
  • Suspending Frame of Reference
  • Stereotypes
  • Giving Undivided Attention to Others
  • Leadership
    • The Characteristics of a Leader
    • The Situational Leadership Model
    • Additional Information about Leadership Profiles
  • Engaging Employees
  • Alpha Leaders
  • Developing a Service Management System