Managing Customer Service  

What Is Managing Customer Service?

What Are the Business Issues?

The following is a brief list of key problems / issues that are addressed by the implementation of this programme:

	Need for improved customer service
	Streamlining the customer service process by having the customers’ expectations met by the appropriate
	personnel
	Motivated employees who feel empowered and can make appropriate decisions on behalf of the customer
	Customer service managers who can coach and support the development of service providers.
	Ensuring that service providers practice positive service skills every day through managers who reinforce
	strong performance and coach service skills that focus on moving every customer from a state of  indifference
	to a satisfied state
	Improving customer satisfaction

Managing Signature Service is a one-day programme designed to help managers sustain signature service in the workplace. (Signature Service: The Key to Customer Satisfaction is a prerequisite to Managing Signature Service.) Managers learn and practice a three step coaching process that helps them reinforce service providers' signature service behaviours.

By using a systematic and practical approach to encouraging customer-focused actions, managers ensure that signature service behaviours become embedded in the day-to-day activities of their service personnel. Customers’ expectations are consistently fulfilled as providers make decisions and take actions that lead to satisfaction.

Participants use coaching skills to support and develop the skills of their service providers. This allows managers to spend less time intervening on behalf of their providers and spend more time focusing on their primary management responsibilities.

Individuals and team members experience increased levels of job satisfaction because they are rewarded and recognized for good performance. Working with motivated, satisfied employees makes the manager’s job easier and more rewarding.

A brief description of the four units :

The Service Management Mindset:

This unit illustrates the critical role the service manager plays in creating a positive customer experience. The course introduction gives managers a chance to share their success or frustration with integrating signature service into their work culture. A review focusing on signature service skills completes the unit.

The Coaching Process:  

Participants learn and practice a three-step coaching process that helps participants apply the skills to their work situation. The first step, Communicating Expectations, consists of a lecture and practice. Observing Behaviour starts with a grabber to help participants understand that observation skills must be carefully developed. A lecture and practice follow the exercise.

The Providing Feedback lecture includes a model for delivering feedback. All three subsections include a video and large group discussion of how the specific skill looks back in the workplace.

Coaching Practice:  

Three role plays help participants apply the coaching skills. Each role play consists of three parts corresponding to the three coaching process steps. While managers practice all three skills in each role play segment, they concentrate on a specific skill in each subsection. The role plays reflect a face-to-face service interaction, telephone support, and an internal customer environment.

Sustaining Signature Service:  

Participants set goals for implementing signature service in their workplace. They work in small groups to develop action plans and help each other identify barriers to implementation. They develop strategies to overcome those barriers.

Upon completing this workshop participants will:

	Use effective coaching techniques to reinforce employees’ use of Signature Service.
	Improve the performance of individual service providers.
	Streamline their activities because their employees are able to handle a variety of situations.
	Provide effective leadership to their team.
	Distribute responsibility for results and outcomes to providers, which results in increased job
	satisfaction for both the manager and the service providers.

Who Is Managing Signature Service For?

Managing Signature Service focuses on helping managers reinforce and develop signature service behaviours in their employees behaviours that respond to customer attitudes and create satisfied customers. The target audience includes:

New and experienced customer service managers, supervisors, and team leaders. This programme illustrates how to coach and support service providers in effectively servicing customers.

First-line customer service supervisors and managers whose employees have previously attend, or plan to attend the Signature Service seminar.