Managing the
Customer Service Team

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  Jul-Dec

Brookfield's
Motivational Factors for Adult Learning:

Participation in learning is Voluntary

Facilitation is Collaborative

Needs to be dynamic with much Activity

Should cause a spirit of Critical Reflection

The objective is self-directed and empowered people

"Give a man a fish and you feed him for a day. Teach him to fish and you feed him for life"

What you will learn:

Concern for customer service must begin and be sustained at executive level. Companies that offer reliable and customer- focused service have a distinct competitive advantage and can build an element of loyalty and defend a price premium. Customers have become more demanding - and while speed, quality and price are still important, many customers value dependability and a good working relationship above those three, along with being respected and valued.

What you will be able to do:

Decide on, prioritise and deliver what is important to customers
Align customer service with vision - or create a new vision
Coach for behaviours that customers see as beneficial to them
Act as a leader in a way that maximises team productivity
Use the full potential of my home team to provide reliable service
Conduct my own internal customer service audit
Plan for post-audit improvements

What we will cover:

Video case study of an organisation in trouble
Internal CS Audit - four elements critical to customer service
Customer expectations vs. actuality
Customer perception is reality - Albrecht
Aligning with vision and values
Leadership styles for customer service teams
Identifying and coaching customer service behaviours

Who should attend:

All management. Owners of small-medium sized businesses. Anyone wishing to formulate strategies to create and maintain a sustainable competitive advantage through excellence in customer service.

National Qualifications Framework (NQF) Record of Learning:
To record the credits for this course on your NQF Record of Learning held by the NZQA, you will need to successfully complete the prescribed Unit Standard Assessment listed below:

Unit Standard 8493
Provide leadership for a team in an organisation
Version 3 Level 5 Credits 10

Length: One full day

Format: Workgroup interactive
Optimum number Participants/facilitator: 16

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Revised and updated 2011

Page updated 9th April 2011

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