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Provided by: Serebra Learning Corporation Leading A Customer-Focused Team |
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Training
Provided by Serebra Learning Corporation
The quality of your customer service is in the hands of the people who deliver it. As their leader it's your responsibility to give them the direction, resources, and support they need to succeed. This course shows you how to work with them to create a customer-focused environment that fulfills customers' expectations while still achieving corporate goals. The first lesson explains how to work together to set the parameters for what has to be accomplished by creating a Statement of Purpose and effective team goals. Once these have been established, your role as leader becomes that of enabler and the rest of the course is devoted to demonstrating how you can manage and support the team's performance. In the second lesson you'll learn how to measure the elements of performance that impact on customer service, after being shown how to differentiate between those that do and those that don't. You'll also learn how to coach for performance improvement, using the method that's the most appropriate for the situation Customer service managers, supervisors and team leaders, and anyone with responsibility for managing the delivery of quality customer service
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Leading A Customer-Focused Team
Audience
Customer service managers, supervisors and team leaders, and anyone with responsibility for managing the delivery of quality customer service
Topics
Objectives
- Establishing Team Direction and Focus
- recognize the advantages of establishing team direction.
- label the three elements of a given statement of purpose.
- create a statement of purpose that aligns with the team activities and corporate mission statement provided.
- recognize the five factors that comprise a S.M.A.R.T. goal.
- within a described scenario, ask questions to ensure that goals fulfill the S.M.A.R.T. criteria for effectiveness.Managing Team Performance
- recognize the benefits of managing team performance.
- differentiate between performance measurement of process or outcome.
- match the three approaches to support individual performance improvement to examples.
- use appropriate individual performance improvement approaches within given situations.Providing Performance Support
- identify the benefits of motivating, rewarding, and empowering employees.
- match the essential elements of supporting empowerment to examples of those elements.
- take the appr
About The Training Provider: Serebra Learning Corporation
Serebra Learning Corporation - Serebra Learning Corporation provides technology-based training solutions through a combination of Cortex, its proprietary learning management system (LMS), and a curriculum catalog with over 1, 825 current courseware titles. Founded in 1987 (as FirstClass Systems, with a name change to Serebra in 2001), Serebra has over sixteen years" experience delivering e-learning solutions to both...
