Customer Service Leadership

In order to enjoy internal customer service and repeat business, customer service has to start at the top. Employees need support and leadership. Using a proper system of staff appraisal an organisation can strengthen staff productivity and performance. Staff are more likely to feel valued and will perform better if they are subject to performance management reviews and regular appraisals. They are aware of what is expected of them, what incentives and rewards are available and how their performance is to be assessed. This training programme will enhance the manager's understanding of their role and will equip them with practical directions to effectively manage people and to raise the level of their performance.

Who should attend?
This training program is designed for team leaders and management to assist participants to implement and maintain an effective appraisal system. And create a company culture with service by motivating, training, and enabling their employees to deliver excellent customer service.

Training program content

The nature and responsibility of the manager's role
How to be motivated and motivate staff
Understand the cause and consequences of poor performance
Addressing incompetence
Communication and the power of effective listening
Effective delegation
Resolving conflict and difficult situations
How to provide feedback and how to turn negative feedback in to positive feedback
Practical exercise and directions

Duration
2 days 09 until 16:00

Objectives

How to manage personnel at different levels and with different capacities
Understand the nature and responsibility of the manager's role
Appreciations of every individual's potentials
Understanding of the importance of delegation