Managing a Customer Service Team
Who should attend?
For anyone who manages staff delivering a front-line service to customers.
What is the session about?
To help managers better understand their role in Customer Service by setting standards, ensuring all staff are involved, and measuring how well staff meet those standards.
This session will help participants to ...
Following the session the participants willbe able to:
- recognise the importance of the role in managing customer services by bringing policies and standards to life for their staff
- describe the importance of customer service standards and the impact they have on the customer experience
- identify the behaviours and competences customer service staff need in order to meet the University's expectations of excellent customer service
- practise the skill of motivating staff by being able to give constructive feedback.
Maps to RDF Planner: Domain B: Personal Effectiveness (B3: Professional and Career Development) Domain D: Engagement, Influence and Impact (D1: Working with Others, D2: Communication and dissemination)