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MANAGEMENT DEVELOPMENT COURSE

Today’s workplace has changed

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  • Time is in short supply

  • How we consume information has changed

  • Attention spans have shrunk

  • Maximising employee productivity is a key commercial objective

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So where is the ‘space’ for learning and development?

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As a team of learning and development professionals with decades of experience between us, we’ve transformed the performance of thousands of individuals, but experience alone is not enough. The method of training delivery is now equally important as the content of the course.

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Customer service manager courses

Managing Customer Service Teams

Your Customer Service teams are often the only human interaction that a client will have with your organisation. Best make sure it’s a positive interaction!

 

How you organise, manage, and motivate your teams will all have an impact on their delivery to customers. This programme modifies to satisfy training needs of those starting their first role in managing a customer service team and can be created into a modular programme with other Maximising Sales programmes.

Learning outcomes

By the end of the programme delegates will be able to:

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  • Identify a Vision for the Customer Service team that aligns to the company objectives

  • Identify roles and responsibilities in position as a leader

  • Identified and set team roles & responsibilities

  • Have developed an action plan for:

    • motivating

    • developing

    • monitoring

    • and empowering team

Programme content covers

  • What makes a team?

    • The ingredients of a perfect team

    • The role of team leader

    • The difference between teams and groups

    • Developing a team identity

    • Creating team purpose & Vision

    • Virtual teams

  • How to motivate the team and the individual?

    • Recognising and utilising motivation

    • Creating team buy in and ownership

    • Understanding team dynamics

    • Setting team objectives

    • Monitoring and evaluating team performance

    • Creating an empowering environment

    • The effective use of influence

  • Team Development

    • Developing individuals within the team

    • Creating prioritised development plans

    • Creating a balanced team

    • Applying team models and theories

    • Communication within the team

    • Interactions with other teams

  • Action Plan

    • Personal Action Plan

    • Plans for team members

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