Leading Customer Service Teams

Target Attendees:

This seminar is for all managers and supervisors who are directly or indirectly dealing with service issues and concerns and want to improve their team’s service performance.

Program Description:

Being in customer service is already hard; adding the role of being in a leadership position can be doubly hard. This seminar is intended for supervisors and managers who are in need of newer techniques on how to steer their teams in the midst of service issues, problems and complaints.

This program will provide key service concepts and skills through the use of a system-wide view on how to improve employees and procedures based on the company’s capabilities to serve clients well. Providing the team leaders with key concepts in planning, organizing, motivating and regulating the service process will be the core of this seminar. These are aimed at to help achieve the company’s objectives and delight customers for better company performance.

Learning Points and Objectives:

The participants will be guided on how to:

     1. Enhance their skills in leading customer service teams

     2. Assess and address customer service issues related to your people, procedures and customers

     3. Improve their present service delivery systems to prevent and manage customer service problems

     4. Motivate their service teams through a deeper buy-in to the company’s goals and objectives

     5. Coach their people for effective service delivery and recovery

     6. Create an Action Plan for Customer Service Excellence


What makes this Seminar different?

This seminar is focused on helping the participants:

     1. Improve their skills and competencies in managing the customer service challenges they encounter

     2. Learn the basics of analyzing their customer service issues from a systemic viewpoint – employees, procedures and customer         demands/preferences

     3. Develop the commitment of service professionals in their team to deliver excellent service

     4. Sustain their drive to lead your service team towards better performance

     5. Create more loyal customers and increased repeat business through positively enhanced customer experiences


Module I – Assessing your Service from a Strategic Perspective

     A. Evaluating your Current Service Situation

          1. Customer Complaints Received

          2. Service Team Issues and Problems

          3. Company Goals and Objectives

          4. Service Support and Requirements

     B. Viewing your Service from the Customers’ Viewpoint

          1. Determining the Changes in the Customers you Serve

          2. Customers’ Unmet Demands and Expectations

          3. Profiling your Customers

          4. Aligning your Service to the Customers’ Expectations

     C. Analyzing the Performance Gaps

          1. Comparing what is happening now vs. what we want to happen

          2. Root Causes of the Performance Gaps

          3. Differentiating Service Problems vs. Service Constraints

          4. Routine vs. Creative Problem Solving

     D. Planning your Direction towards Service Excellence

          1. Stating your Service Team’s Vision and Mission

          2. Clarifying your Team’s Role and Responsibilities

          3. Specifying your Objectives and Key Results to be Achieved

Breakout Activity: Identifying the Service Problems and Challenges you Encounter as a Leader


Module II – Checking your Service from a Tactical Perspective

     A. Analyzing your Service Team

          1. Your Service Team’s Level of Competency and Skills

          2. Your Service Team’s Level of Motivation and Commitment

          3. Your Service Team’s Work Environment

     B. Analyzing your Service Systems

          1. Elements of the Service System

               a. Service Inputs

               b. Service Processes and Procedures

               c. Service Outputs and Outcomes

          2. Monitoring and Evaluating your Service Systems

               a. Anticipatory Monitoring and Control

               b. On-going Monitoring and Control

               c. Result Monitoring and Control

          3. Addressing Unmet Customer Expectations and Demands

               a. The Elements of Customer Expectation Management

               b. Analyzing the Reasons behind the Service Problems and Issues

               c. Customer Service Standards and Procedures


Module III – Executing Service Improvements

     A. Targeting Service Problems and Issues

          1. Service People-Related Problems and Issues

               a. Interventions to Improve Performance

               b. Recommended Actions for Positive and Negative Performance

               c. Performance Coaching and Monitoring

          2. Work-Related Problems and Issues

               a. Stress and Pressures

               b. Workloads and Time Mismanagement

               c. Lack of Internal Support

               d. Weak Commitment to Service from other Departments

               e. Lapses or Inconsistencies in Implementing Service Procedures

          3. Customer-Related Problems and Issues

               a. Inadequate Customer Information and Education on Service Standards

               b. Negative Behavior and Attitudes toward Service Professionals

               b. Ineffective Service and Service Recovery Procedures

     B. Adapting to Customer Demands and Expectations

          1. Aligning Service Initiative to Changing Customer Demands

          2. Segmenting Customers that deserve Preferential Treatment

          3. Setting Service Level Agreements

     C. Addressing the Performance Gaps: Take-home Service Enhancement Action Plan

          1. Identifying Service Problems and Complaints that Need to be Addressed

          2. Specifying the Root Causes of the Service Problems and Issues

               a. Leader

               b. Employees

               c. Work Environment

               d. Service Processes

               e. Other Root Causes

     D. Creating your Service Enhancement Action Plan

          1. Procedural Action Steps

          2. Timelines and Person/s or Department/s Responsible

          3. Resources and Support Required

          4. Key Results to be Achieved

     E. Evaluating and Correcting the Results of the Service Enhancements Applied