Description
In Excellence in Service: Building a Customer Service Team, participants learn techniques to help them select qualified employees, as well as how to conduct an interview. Participants will also learn how to train and empower employees and how to reinforce and recognize desirable behavior.
Audience
Managers who want to learn how to build a customer service team successfully.
Prerequisites
(Currently no course prerequisite information)
Objective
- Apply three steps to build a firstclass customer service team.
- Apply four techniques to select qualified employees.
- Conduct an effective interview following a three step process.
- Follow three steps to gather information from a candidate.
- Apply two steps to empower their employees.
- Follow four guidelines when reinforcing their customer service team.
Topics Include
Unit 1: Background Information - Explain the relationship between customer service and employee retention.
- Identify the benefits of a team approach to customer service.
- Apply three steps to build a first-class customer service team.
- Simulation Overview:
- In this simulation, you will meet with Maggie Roberts, Icon's Vice President of Products and Services, to learn about building customer service teams. Through your questions, you will explore the relationship between customer service and employee retention, identify the benefits of a team approach to customer service, and apply three steps for building a first-class customer service team.
Unit 2: Selecting Your Employees - Identify the legal aspects of the selection process.
- Apply four techniques to select qualified employees.
- Conduct an effective interview following a three-step process.
- Follow three steps to gather information from a candidate.
- Overcome four biases when choosing the best candidate.
- Simulation Overview:
- In this simulation, you will interview Lance Helms, an internal candidate for Customer Service Supervisor. It is your responsibility to open the interview, gather information about Lance, and effectively close the interview. Remember, it is also your responsibility to avoid all biases when selecting your candidate. As part of your preparation for this interview, you have reviewed Lance's resume and his three most recent performance appraisals. He did very well on each of the performance appraisals.
Unit 3: Training Your Employees - Identify the benefits of training your employees.
- Identify the types of training your employees need.
- Apply two steps to empower your employees.
- Prepare your employees for a training program.
- Take actions to increase the success of training programs.
- Simulation Overview:
- In this simulation, you will meet with Robin Carlson, one of Icon's Customer Service Supervisors, and two Customer Service Representatives, Patty Chen and Nathan Iverson. All three employees have expressed some concerns about training and wanted to talk with you to straighten them out. You need to discuss the benefits of the main types of training with all three employees and prepare them for the implementation of a new training program.
Unit 4: Motivating Your Employees - Identify the importance of motivation.
- Identify traits that are common in organizations with a strong customer service climate.
- Reinforce desirable behavior in four ways.
- Follow four guidelines when reinforcing your customer service team.
- Simulation Overview:
- In this simulation, you will meet with Kevin McDonald, one of Icon's Customer Service Supervisors. Kevin feels stuck in his position at Icon, but he has no desire to switch departments. A recent industry report indicated a decline in customer service, and since the report came out, Kevin's productivity has decreased. It is your responsibility to motivate Kevin to increase his productivity. You have the authority to offer any appropriate incentives.
Duration
4
Minimum Requirements
The CDROM version of this course requires:
- At least a 486DX 33Mhz CPU.
- Microsoft Windows 3.1 or higher and a Microsoft compatible mouse.
- At least 8MB RAM.
- At least VGA graphics capability with a minimum 512K video RAM (1MB video RAM recommended).
- At least a double speed CDROM drive.
- An MPC compliant sound card with attached speakers or headphones is recommended (Currently, only the CDROM version supports audio).
The network version of this course requires:
- At least a 486DX 33Mhz CPU.
- Microsoft Windows 3.1 or higher and a Microsoft compatible mouse.
- At least 8MB RAM and 22MB available hard disk space or file server space.
- At least VGA graphics capability with a minimum 512K video RAM (1MB video RAM recommended).
Media
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