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

Training Avaliability and Delivery

This is primarily online training
	This is an online eLearning or CBT training program
	Contact Serebra Learning Corporation for more information

Training Presented in:

English

Related Keywords: sales customer facing skills service managing customer-focused department leading team establishing direction focus recognize advantages label three elements given statement purpose statement aligns team activities corporate mission provided five factors comprise goal described scenario ask questions ensure goals fulfill criteria effectiveness performance benefits differentiate performance measurement process outcome match three approaches support individual improvement examples appropriate improvement approaches given situations providing motivating rewarding empowering employees essential elements supporting empowerment those elements appr

Training Program Details

Audience

Customer service managers, supervisors and team leaders, and anyone with responsibility for managing the delivery of quality customer service

Topics

Objectives

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 Serebra Learning Corporation - Training Provider

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...

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