customer service supervision & management

Delegates will learn how to:
  • Manage customer service staff
  • Motivate teams
  • Communicate more effectively
  • Plan and control the work of others
  • Influence more effectively
  • Manage and develop others
Style

A 4-day workshop with a mix of discussion and practical work that will provide delegates with the opportunity to practice the skills learned

Target audience

Those new to a customer service supervision or management role

Topics

ROLE OF THE CALL CENTRE MANAGER

  • Defining the Role of the Manager
  • Leadership Styles
  • Situational Leadership
  • Competencies of an Excellent Manager
  • Personal Assessment

COMMUNICATIONS

  • Presentation opportunities
  • Using your voice
  • Team briefings
  • Progress meetings

PLANNING AND CONTROL

  • Breaking work down
  • Planning
  • Estimating
  • Measuring Progress
  • Controlling Work using the Plan
  • Resource Allocation

MEETINGS

  • Guidelines for Attendees
  • Role of the Chair
  • Preparing for Meetings
  • Contributing Effectively to Meetings
  • Use of Agendas and Minutes
  • Profile Analysis

MOTIVATION

  • Self Motivation
  • Team Motivation

INFLUENCING

  • Influencing Styles
  • Sources of Power
  • Personal Power
  • Decision Making

STAFF DEVELOPMENT

  • Performance Management
  • Talent Management
  • Succession Planning
  • Counselling
  • Giving & Receiving Feedback
  • Managing Stress

SUMMARY & CONCLUSION

  • Key learning points
  • Action planning