Management Skills for Customer Services Managers

3 Day Course
Code PPD063

Book Now - 1 Delivery Method Available:

Scheduled Online Onsite


Good customer service requires putting the customer first, and this simple ethos needs to be instilled by the management team. Too many Customer Service departments simply don't understand the customer.
By attending this course, a Customer Services Manager will learn innovative ways of motivating his/her team, through learning and understanding the customer. Special attention focus is on how the Customer Services Manager should lead from the front.

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Factors Affecting Performance (5 topics)

  • Behaviours
  • The Environment
  • Clarity of Objectives
  • Knowledge & Skills

Performance Measurement Systems (4 topics)

  • Financial
  • Operational
  • Personal

Hierarchical Planning & Control (5 topics)

  • Strategy & Structure
  • Objectives & Tactics
  • Job Definitions & Goals
  • Measurement Systems

From Purpose to Programmes (7 topics)

  • Purpose
  • Mission
  • Objectives
  • Goals
  • Strategy
  • Programmes

Analysing People Types (6 topics)

  • Overview of Inventories
  • Team Membership
  • Learning Styles
  • Communication Styles
  • Influencing Styles

Effective Recruitment (5 topics)

  • Competency Based Selection
  • Defining & Identifying Competencies
  • Role Playing
  • Effective Interviewing

Managing People (11 topics)

  • BECKS Revisited
  • Management Style
  • Precision Communication
  • Body Language
  • Coaching Skills
  • Team Building Techniques
  • Leadership & Management
  • Motivation
  • Styles & Empowerment
  • Delegation & Control

Assessing Individual Performance (3 topics)

  • The ORCEF Model
  • Delivering a Performance Assessment

Managing Finance (4 topics)

  • Cost Centres & Profit Centres
  • Margin and Profit
  • Planning & Forecasting

Handling Difficult Customer Situations (4 topics)

  • Dealing with Complaints
  • Building Relationships
  • The Customer Flightpath

Review of Course Learnings and Close (1 topic)

  • Questions and Answers


There are no formal pre-requisites for this course, although it is intended primarily for managers and supervisers looking after Customer Services teams.

or call:408-759-5074

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