Customer Service Training: Managing Customer Service

Part of the Human Resources Soft Skills Training Materials Library featuring high quality, fully customizable, print-on-demand training courseware titles for Human Resources .

This course provides everything you need to professionally deliver Customer Service training including editable training workbooks, instructor guide, activities and ice-breakers, pre-assignment, PowerPoint classroom slides, course outline, promotional advertorial, and recommended reading lists.

This course comes with:   Training Workbook Instructor Guide Activities & Ice Breakers Pre-Assignment PowerPoint Slides Course Outline Promotional Advertorial Recommended Reading Lists

You also receive:   Unlimited reprinting rights Unlimited number of users Unlimited rights to customize all course contents to suit your needs Questions? Would you like more information on this or any of our training courses?  Call us toll free 1-800-730-7115.

All Velsoft soft skills training courseware titles are completely customizable so you can easily edit each course to better suit your needs or the needs of your clients. Likewise, courses can be personalized to any organization in seconds giving you the ability to brand the material as your own. All courses come in Microsoft Word and PowerPoint formats for quick and easy editing. Print the materials as you need them, as many times as you like.

 

Customer Service Training: Managing Customer Service    order now $ 995 course outline  •  download sample

Human Resources Training Library    order now $ 2495 complete bundle   •  best value     The complete Human Resources Soft Skills Training Materials Library includes:   Anger Management: Understand Anger - Yours and Others   Change Management: Change and How to Deal with it   Conducting Effective Performance Reviews   Conflict Resolution: Getting Along in the Workplace   Customer Service Training: Managing Customer Service   Hiring Smart: Behavioral & Performance Based Techniques   Orientation Handbook: Getting Employees Off to a Good Start   Performance Management: Managing Employee Performance   Problem Solving & Decision Making   Stress Management Training   Teamwork: Building Better Teams   Employee Dispute Resolution: Mediation through Peer Review   Diversity Training: Celebrating Diversity in the Workplace   Business Succession Planning: Developing and Maintaining a Succession Plan

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It works like this... each course (whether you purchase the course individually or as part of a library of related titles) comes with print-on-demand training workbooks, instructor guides, activities and ice-breakers, pre-assignments, PowerPoint classroom slides, course outlines, promotional advertorials, and recommended reading lists.

Why write Customer Service Training when we've done it for you? We've saved you thousands of hours.  We do the prep work... you do the training.

By offering such flexible training solution, you will enjoy how easy it is to customize the training materials to meet your needs. You are allowed to make any changes to the content - including replacing our name with yours. Want to replace our examples and references to those of your own in order to enhance the training and your students' experience? No problem. Prewritten courseware saves you time any money and helps you better prepare for classroom training with well-researched and proven course materials.

Customer Service Training: Managing Customer Service It Course Outline

Day 1 Introductions, Learning objectives and Agenda Personal Best, Professional Best Participants do an exercise based on their impressions, and then discuss “first impressions” and how wrong they can be, but how pervasive they are You and your self-esteem First impressions What are your supervisor/manager values A large group discussion about expectations and the importance of understanding your role in the organization. The discussion then moves on to organizing your workspace, and planning your work, so you can prioritize Your role Planning and prioritizing Working as a Team The group put together a jigsaw puzzle, with the underlying message that we all have a role to play and we work interdependently as a team The team of two The office team Taking Control of Communication The group defines communication, and identifies the barriers that must be overcome, with an exercise to illustrate how easy it is to misinterpret messages. They then determine what they can do to improve communication in their organization Barriers to communication Questioning techniques A large group discussion of the advantages of open questions, some examples of good open questions we can ask, how we can probe, and an exercise for finding common ground Probing Active Listening An exercise, followed by a discussion of active listening techniques Non-verbal Communication An exercise to demonstrate the different ways one’s body language can be interpreted The Written Word This is a discussion, followed by exercises to illustrate the key elements of good written communication—the clear, concise, complete, correct formula The four C’s of communication 1. Commitment 2. Cooperation 3. Communication 4. Community Review of the day Day 2 Reconnect A group exercise to elicit feedback and focus the group on the topic Dealing with Difficult People A large group discussion about the people who annoy us and whether we might be contributing to the problem Dealing with criticism using curiosity when you meet genuine criticism and the “fogging” technique for manipulative criticism, with some opportunity to practice these techniques Managing other people’s anger Large group discussion of warning signs and ways to deal with the anger, followed by an exercise, completed in pairs, of ways to deal with difficult people Connecting with People Discuss the acronym SOFTEN, and then the six steps suggested by Dale Carnegie for winning friends and influencing people, with two exercises to demonstrate ways to do this - a short exercise to get people energized Problem-solving in the Workplace Large group discussion of the six steps to problem-solving, followed by team discussion of some of the common problems participants face in a workplace setting, and their responses, with feedback Stress Options you can use right now Participants work in teams, as music plays in the background, to list those things they do to aggravate stress and those things they do to alleviate stress, and what changes they are prepared to make, so their stress is more manageable Review each participant is to write down 3 characteristics of an effective support person, and through a process of exchange, elimination and consensus, the group should arrive at the top three characteristics for anyone in support to possess Personal Action Plan Evaluation Suggested Reading List