Lead a Service Team

Customer service managers have to manage the team and each individual whilst at the same time ensure that the team remains motivated to its goals. This two-day course is designed to enhance the leader’s skills to promote and maintain a productive, customer-focused climate and contribute to the team’s performance.

Key Benefits
At the end of the programme, participants should be able to:
• Promote team effectiveness to meet expected service outcomes
• Lead a small service team
• Improve service delivery by working proactively with line management
• Adopt a proactive approach in offering and promoting service

Course Content

• Establish Team Service Vision
  - Set team service goals
  - Establish team's roles and responsibilities
  - Allocate necessary resources
  - Ensure active involvement by all in the team

• Develop Team Cohesion
  - Foster a team-oriented environment
  - Enhance channels for information
  - Promote team unity

• The Leader as a Role Model
  - Your role and responsibilities
  - Guide service team performance
  - Support service team members
  - Facilitate team decision making
  - Identify and manage difficult team members

• Effective Communication and Coordination with Management
  - Steps to maintain effective communication and coordination with management
  - Boundary management 

Learning Methodology
This training programme will incorporate experiential-based activities to enhance understanding and learning. Participants will be engaged in interactive tutorials, role-plays and presentations for development of higher self-awareness and confidence.

Who Should Attend
Supervisors and customer service management staff from various industry sectors.

Course Details

Duration: 2 days (16 hrs)
Time: 9am - 6pm
Course Fee : $342.40 (Incl 7% GST)