Good customer service management leads to enhanced customer satisfaction, increased sales, better retention of customers and improved word-of-mouth advertising by motivated, raving fans.

Managing customer service requires the use of many skills such as measuring and managing performance, problem solving, and incorporating flexibility as a key aspect of customer service

The PD Training Managing Customer Service Training Course provides knowledge and skill development in leading, modeling, focusing, managing and promoting the values that boosts customer service.

This highly valuable and dynamic training course is now available throughout New Zealand, including Auckland, Wellington or Christchurch and also via instructor-led online training.

Contact us today for a group quote.

Your Learning Outcomes
Managing Customer Service Training

After completing this course, participants will have learned to:

  • Identify ways to establish links between excellence in customer service and your business practices and policies.
  • Develop essential skills and practices in managing customer service
  • Understand leadership
  • Recognise what employees are looking for to be truly engaged.
  • Manage performance
  • Recognise who the customers are and what they are looking for.
  • Use onboarding and orientation
  • Develop strategies for creating engaged employees and satisfied customers in whatever business units you manage.
  • Understand and use the six critical elements of customer service
  • Use the five practices of leadership
Duration: 1.0 day course



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Course Outline
Managing Customer Service Training

Download Managing Customer Service Training Course Outline

Foreword:

During the training course, participants develop knowledge and skills in understanding the role of a manager in customer service, establishing links between business practices and customer service, discovering ways to engage employees, understand customers’ needs, and more.

Managing Customer Service Training Course is designed for easy and essential understanding and skill development so that managers and supervisors develop the ability to enhance their job skills.

Managing Customer Service Training - Lesson 1
Getting Started
  • Icebreaker
  • Pre-Assignment Review
  • Workshop Objectives
Managing Customer Service Training - Lesson 2
Six Critical Elements
  • Element One: A Customer Service Focus
  • Element Two: Defined in Your Organisation
  • Element Three: Given Life by the Employees
  • Element Four: Problem Solving
  • Element Five: Measure It
  • Element Six: Reinforce It
  • Measurement in Practice
Managing Customer Service Training - Lesson 3
Understanding Leadership
  • About Leadership
  • Understanding Your Comfort Zone
  • Managing Performance
  • Servant Leadership
  • Onboarding and Orientation
Managing Customer Service Training - Lesson 4
Five Practices of Leadership
  • Challenging, Inspiring and Enabling
  • Modeling and Heart
  • Practices in Practice
 

In-House Training We’ll focus on what matters most to you and tailor to your context


Live Online or Hybrid Class Tailored to Your Needs

When you want a tailored learning experience targeting exactly what you want without bringing everyone physically together, the best choice is a Live Online Class run by PDT.

We tailor the content and activities to be specific to your current needs and the needs of the people and run the course in our usual activity-based workshop style training, however, the participants can all be offsite, or some can be in the room with others offsite.

Unless you have a preferred tools we use 'Zoom for Education' that includes enhanced collaboration features such as One-click content sharing, real-time co-annotation (people can work together in activity files), and digital whiteboarding, we also include things like live polls and group chats so you virtually have the same collaborative learning experience of attending a course in a room with other people.

live online & hybrid

We have delivered these 100's (if not 1000's) of times, and get great outcomes. We achieve great outcomes because we keep our learner centric approach - just because it’s delivered through a screen to some or all participants doesn’t mean it needs to be less tailored or less personalised.

You still have an expert trainer who talks to you prior to the session and tailors the delivery to use your terminology, ensure activities are relevant and directly applicable and ensures an engaging learning experience that provide people with skills and techniques they can apply the very next day.

A hybrid class is with some people dialling in, and some people physically together in the same room.

Live Online Participant Feedback:

90% Overall Trainer Rating

88% Delivery was Adapted to me Personally

75% I Would Recommend this Course to Someone Else

Face to Face Options With Everyone in the same room

1-hour Motivator
one hour motivator
3-hour Power Sessions
3 hour power session
Full-day training
full day training
Conferences
Conferences
At your workplace At your workplace
In our Training Rooms In our Training Rooms
 In our Online Training  Room - the HIVE In our Online Training Room

We’ll make things easier so you can focus on adding more value

We provide the Training Management Centre which is an information hub before, during and after training.
(Let us know if there’s parts you don’t want to use)

Invites people to training

(So you don’t have to)

Invite People icon

Generates Sign in Sheet

(So you don’t have to)

Generate Sign In Sheet Icon

Generates Branded Flyer

If you if you want to ‘promote’ internally

Generate Branded Flyer Example

PDF’s of Certificates

(can be co-branded with your logo)

Completion Certificate Included

Collects and Reports feedback

(So you don’t have to)

Feedback Report Example

Complete Results Dashboard

(including trainer insights)

Results Dashboard Example

What are people going to do differently?

At the completion of training participants are encouraged to create an action plan, and invite an accountability buddy via their Orgmenta App.

In your Training Management Centre you have transparency to the action plans so you can see what people are going to do differently.

My Action Plan
Participants encouraged to create

Want to get clear on impacts and measure success? Our system and expert consultants support you.


Our systems and people make it easy to identify how you’ll be able to measure impacts,
and then report on the success in the weeks or months after training.

Measure metrics your way

Do you already have a training management system and wish they were automatically up to date?

Training APIs

It’s surprisingly easy to make it so that your system can automatically be up to date with all the training record details you need.

More than just a training provider - we are your Learning and Development Partner, we look forward to working with you, talk to one of our friendly expert consultants today.

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