COURSE OVERVIEW
If you manage employees who interact with customers on a regular basis, then the Customer Service Management course is for you. This course will help you shape the direction of your customer service team, teach you how to provide feedback to your customer service agents, and help you inspire and motivate your employees. You’ll also spend time focused on learning how to coach your customer service agents to higher levels of performance.
When you take the time to strengthen your skills to coach and manage your customer service agents, you’ll find your team is more successful, your customers are happier, and you’ll see an increase in the bottom line.
Upon successful completion of this course, you should be able to:
- Determine what you will do to help direct the company’s customer service strategy
- Learn how to inspire and motivate your customer service team
- Customer Service agents receiving feedback on their performance
- Provide the right level of coaching to your customer service agents
- Implement the key elements of quality service with your team
- Find out from your customers what you and your team can do differently
- Help new hires to be successful in the first few weeks of their new role
- Determine what is required to successfully manage a remote customer service team
COURSE TOPICS
- Shaping the Direction of Customer Service
- Inspiring and Motivating Customer Service Agents
- Giving Feedback to Your Customer Service Agents
- Customer Service Coaching
- Customer Service Quality
- Customer Feedback and Insight
- Onboarding New Customer Service Agents
- Managing Remote Customer Service Teams
ONLINE COURSE DURATION
Approximately 80 minutes
PASS MARK
Testing conducted throughout this online course is designed to reinforce the information presented. A mark of 80% must be achieved in order to receive a certificate of completion. Participants are able to repeat the course twice if the pass mark is not achieved.
CERTIFICATE OF COMPLETION
Upon successful completion of this online course, a certificate of completion will be available for download and printing.
