Customer Service Supervisor Training Program Essay Example for Free

Customer Service Supervisor Training Program showKSA requirements Program Objectives At the programs conclusion participants shouldKnowledge * be familiar with relevant university, secernate and federal policies, systems, procedures and regulations to ensure customer satisfaction acquisition * have all personal computer skills required to tellingly work in the assigned work whole* be able to diffuse a variety of hostile and unpleasant customer situations* be competent in managing staff and the customer service work unitAbility* identify and align to different customer communication styles and cultural backgrounds and to recognize and resolve their needs * adopt excellent time management procedures while adhering to relevant rules, processes and directives* assume effective problem solving proceduresProgram AgendaModule and rationaleGoalsTraining Methods1. Policies and ProceduresIn order for a CSS to effectively operate within the work unit he/she must first be familiar and be ab le to work within required polices and procedures. gain and work within the constraints of relevant university,state and federal policies, systems, procedures and regulations1 mean solar day shop classPPT., individual, pair and group activities.(Participants will be provided with a folio all documentation for future reference.)2. Personal ready reckoner SkillsIn order for a CSS to effectively operate within the work unit he/she must be informed and able to use university culture systems and databases, together with a number of softwargon applications. obtain a competent working knowledge of word processing, spreadsheets, university information systems and databases, software applications1 day workshopPPT, hands-on computer tuorial4 ongoing weekly online tutorials3. Understanding Customers and their needsCustomers possess different styles of behaviour and learning how to adjust to those differing styles improves customer service and communication. translate the process of commu nication and the cultural battles that prevail, develop skills in overcoming barriers to communication, understand the importance of body language in communication, day workshopPPT, individual, pair and group activities day in the work unit role plays4. Action LeadershipTo be an effective leader, a CSS needs to develop their own leadership skills and personal authority, as well as investigate tactics for building a strong and supportive team, handle difficult problems competently, and take accountability for end results. understand how to be an effectiveleader, understand how people are motivated, be better able to use thetalents of individual members within the work unit, be able todevelop hardheaded action plans1 day workshopPPT, individual, pair group activitiesTake home action plan assignment5. Time ManagementOne of the biggest challenges a CSS has to face is managing their time. They are often inundated with questions, queries and wants form all sides staff, customers and ma nagement. The ability to identify and focus their attention on the most important tasks is often the difference between a successful or unsuccessful CSS. understand the importance of time in the role of CSS, identify priorities, allocate time between motley activities, develop time schedules, deal with the unexpected.1 day workshopPPT, individual, pair and group activities6. Managing Conflict and problem solvingNot all customers are easy to manage and an effective CSS must develop effective conflict management and resolution skills to ensure customer satisfaction. These skills will also carry crossways to conflict issues within the work unit.understand the approach to problem solving, encourage prompt problem-solving through prompt personal action, evaluate the choices and choose the optimum solutions, understand the principles of negotiation day workshopPPT, individual, pair and group activities day in the work unit role playsEvaluationParticipants will be given a series of scena rios, and at specific points they will be asked to indicate how they would respond. The scenarios will be realistic, using pictures, sound files, background information and video clips. In this was, a variety of behavioral measures will be gathered in a short period of time, and the process will not be dependent on the subjective judgments of examiners.