ATTENDEES

Who is the course aimed At - Managing and Coaching is aimed at managers and team leaders who are responsible for managing and developing their customer service teams. It is also beneficial for aspiring managers who want to gain a better understanding of how to effectively lead and coach their teams.

This course is ideal for individuals working in various industries such as retail, hospitality, banking, insurance, and any other sector where customer service plays a crucial role. It is also suitable for those with little to no experience in managing and coaching but have the desire to enhance their skills in this area.

Whether you are a current manager or looking to take on a managerial role, Managing and Coaching will provide you with the essential tools and techniques to motivate, manage, and develop your customer service team. It is perfect for individuals who want to ensure their team delivers exceptional customer service and maintains high levels of customer satisfaction.

AGENDA

Course Agenda - The Manager as a Role Model, Your role and responsibilities, Creating a customer-focused culture, Your impact on the team and the individuals and their behaviour, Effective Communication, Managing and handling conflict and difficult situations, Overcoming barriers to get results, Being assertive in one-to-one and team communication, Motivating the Team and the Individual, Inspiring commitment to deliver a superior standard of customer service every day no matter what the situation, Providing support and recognition, Generating a team spirit Understanding Customer Expectations, Identifying customer needs and issues, Achieving right first time standards, Managing complaints and reducing escalation Coaching for Improved Performance, When to manage and when to coach, Setting performance standards and key performance measures, Reviewing performance against standards, Providing accurate and timely feedback, Tips and techniques for developing effective coaching skills Personal Application Plan, Planning for change, What does the team expect from me tomorrow br

Understanding the role of a manager as a role model and the impact it has on the team and individuals. Creating a customer-focused culture and handling difficult situations effectively. Overcoming barriers to achieve desired results. Being assertive in both one-to-one and team communication to motivate and inspire commitment to deliver superior customer service. Providing support and recognition to generate a strong team spirit.

Understanding customer expectations and identifying their needs and issues. Striving for right first time standards and effectively managing complaints to reduce escalation. Knowing when to manage and when to coach for improved performance. Setting performance standards and measures, reviewing performance and providing timely feedback. Tips and techniques for developing effective coaching skills.

Creating a personal application plan to plan for change and meet the expectations of the team. Continuously striving for improvement and delivering exceptional customer service every day. Understanding the importance of providing support and recognition to maintain a positive team spirit. Developing effective coaching skills to motivate and inspire the team to achieve desired results.. This Managing and Coaching your Customer Service Team training course will equip managers with the necessary skills to create a customer-focused culture, handle difficult situations, and motivate their team to deliver superior customer service. They will learn how to effectively communicate, manage conflict, and provide support and recognition to maintain a positive team spirit. The course also covers understanding customer expectations, setting performance standards, and developing effective coaching skills to improve team performance.

CERTIFICATION

Course Accreditation - Successful candidates of the Managing and Coaching your Customer Service Team training course will receive a temporary certificate of attendance from Xyz Training Group. This certificate serves as proof that the candidate has completed the course and has gained valuable knowledge and skills in managing and coaching a customer service team. It can be added to their portfolio and displayed to potential employers as a recognition of their commitment to professional development.

For National Training Card members, the accreditation gained from the Managing and Coaching training course will be automatically added to their account. This means that the candidates training record will be updated with the completion of the course, providing them with a comprehensive record of their professional development. This accreditation can also be used to demonstrate their dedication to improving their customer service skills to current and future employers.

By attending and passing the Managing and Coaching your Customer Service Team training course, candidates will gain a valuable qualification in the Customer Service family of training courses. This accreditation is a testament to the candidates ability to effectively manage and coach a customer service team, which is a highly sought-after skill in the industry. It will not only enhance their job prospects but also contribute to their personal and professional growth.

JOINING

Joining Instructions - The Managing and Coaching your Customer Service Team training course lasts for two full days. There are no pre-course requirements for this training, meaning candidates do not need to have completed another training course beforehand. Photo ID is not required for this course.

Candidates are advised to wear comfortable and professional clothing to the training course. No personal protective equipment PPE or equipment is needed. In addition to clothing, candidates should bring a notebook and pen to take notes during the course.

Other important joining instructions for the Managing and Coaching your Customer Service Team training course include arriving on time and being prepared to participate in group activities. Candidates should also ensure they have all necessary materials and information to fully engage in the course.

Overall, candidates should be aware that the Managing and Coaching your Customer Service Team training course is a two-day course with no pre-requisites. Comfortable and professional clothing is recommended, and candidates should bring a notebook and pen. It is important to arrive on time and be prepared for group activities.

If you choose to book online you will immediately be confirmed on the course. You will also be automatically sent a full course information pack, receipt of payment and a VAT invoice by email.

WHY XYZ

Further Information - Are you looking to take your customer service team to the next level Look no further than Xyz Training Groups Managing and Coaching course. As one of the UKs largest dedicated training groups, we have the expertise and resources to deliver this course at over 50 centres nationwide. And with our Lowest Price Guarantee, you can trust that youre getting the best value for your investment..

Our Managing and Coaching course is specifically designed for those who want to enhance their teams customer service skills. With our experienced trainers and interactive learning methods, your team will gain practical knowledge and techniques to effectively manage and coach their team members. This will not only improve the overall customer experience, but also boost team morale and productivity..

At Xyz Training Group, we understand that every clients needs are unique. Thats why we offer the flexibility to deliver this course as an open course or as a dedicated course tailored to your specific requirements. Our goal is to provide a seamless and personalised learning experience for you and your team, ensuring that you get the most out of the training..

Dont miss out on the opportunity to upskill your customer service team with Xyz Training Groups Managing and Coaching course. With our proven track record and Lowest Price Guarantee, you can trust that youre making a smart investment in your teams success. Enrol now and see the positive impact it will have on your teams performance and your companys bottom line..

We're also proud to offer all clients our lowest price guarantee and free use of our award winning Training Management System