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Overview & Objectivee
This four-day course will cover the basic and advanced
topics in customer service team leadership that enable the
participants to increase their awareness and knowledge of
supervisory skills and management concept. Students will
also learn how to coach the frontline staff and motivate
them. The problem solving skills and service quality
efficiency can be enhanced through the training.
This four-day course addresses the importance of managing
the customer service team and exceeding customer
expectations by elevating customer care and professionalism.
Course Discussions and Exercise
Lots of
Peer-to-Peer consulting opportunities and exercises allowing
participants immediately apply the contents that they have
learnt in class. In-class activities are designed to address
a broad range of service excellence leadership.
Certification Procedures
To achieve the Service Excellence Leadership Certification,
participants should attend the four-day course, complete the
written exam and submit a project paper. The written exam
takes approximately 2 hours. All exams are on pass / fail
basis.
Who Should Attend
Suitable for all levels of staff from team leaders to
supervisors involved with CRM, Customer Services, Sales and
Marketing. Prior knowledge of Customer Service is an
advantage but not essential.
Entry requirements
•
HKCEE 5
subject passes, including English Language and Mathematics
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with 2 years
business related experience; OR - Aged 21 or above with 2 years
experience in business related field; OR - A recognized degree; OR -
Holding the managerial position
Course Outline
World Class Customer Service Mindset
• Contribution of The Customer Service Team
• Foundation of a World Class Customer Service
• Service Level Agreement
• Developing a World Class Customer Service Center Framework
Problem Solvingg
• Problem Solving Cycle, Tools and Techniques
• Investigation, Root Cause Analysis
Time Management
• Practical Ways to effective time management
• Techniques for Time Management
Coaching and Supervisory Skills
• Coaching and Communication
• Coaching Difficult Employees |
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Building a World Class Team
• Teaming Principles
• Group vs Team
• Making efficient and effective teamm
• Key barriers to successful teams
• Stages of forming a team
• Empowering your staff
• Prevent de-motivation
Managing and Motivating Performance
• Performance management & Measurements
• Service Level Management (SLM) Purpose
• Different Types of Staff & Different Types of Needs
• Motivation and Incentive
Counseling Staff
• Skills and Techniques of counseling staff
• Case studiess
Service Campaign Management
• Launching Service Campaign
• Telephone Time Management
• Budget Planning
• Measuring Success – Key Performance Indicators
Quality Assurance
• The Corporate Culture: Service Culture
• Service Level Agreement and Management
• Quantitative and Qualitative Metrics
• QA Best Practices
• World-Class Benchmarkingg
Elective Modules
Students are required to complete one of the following
modules.
Elective I: Customer Service Best Practice
• How to manage customer expectation
• How to impress the customer with proactive service
• Communication skills
• Active listening
• Telephone skills
Elective II: Complaint Handling & Stress Management
• Displaying Empathy
• Strategies to handle difficult customers
• Steps for effective complaint handling
• Stress & emotion management and techniques
Elective III: Effective Telemarketing & Objection Handling
• Benefits of Telemarketing
• Selling Solutions
• Handling Objections
• Closing Techniques |
