Customer Service Supervisor Training Program Essay Example for Free

client Service Supervisor Training Program EssayKSA requirements Program Objectives At the programs destination participants shouldKnowledge * be familiar with relevant university, state and federal policies, systems, procedures and regulations to ensure customer satisfaction cleverness * have all personal computer skills required to effectively take to the woods in the assigned work twist block* be able to diffuse a variety of hostile and unpleasant customer situations* be competent in managing staff and the customer service work unitAbility* identify and admit to different customer communication styles and cultural backgrounds and to recognize and resolve their demand * adopt excellent m management procedures while adhering to relevant rules, processes and directives* assume effective problem solving proceduresProgram Agendamodule and rationaleGoalsTraining Methods1. Policies and ProceduresIn order for a CSS to effectively operate inwardly the work unit he/she mustiness first be familiar and be able to work within required polices and procedures. understand and work within the constraints of relevant university,state and federal policies, systems, procedures and regulations1 twenty-four hour period shop classPPT., individual, distich and classify activities.(Participants will be provided with a folio all documentation for future reference.)2. Personal calculator SkillsIn order for a CSS to effectively operate within the work unit he/she must be informed and able to use university information systems and databases, together with a number of software applications. spring up a competent working knowledge of word processing, spreadsheets, university information systems and databases, software applications1 day workshopPPT, hands-on computer tuorial4 ongoing weekly online tutorials3. Understanding Customers and their needsCustomers possess different styles of behaviour and learning how to adjust to those differing styles improves customer servic e and communication. understand the process of communication and the cultural differences that prevail, develop skills in overcoming barriers to communication, understand the importance of body language in communication, day workshopPPT, individual, couple on and group activities day in the work unit role plays4. Action LeadershipTo be an effective leader, a CSS needs to develop their own leadership skills and personal authority, as well as investigate tactics for building a strong and supportive team, handle difficult problems competently, and take accountability for end results. understand how to be an effectiveleader, understand how people are motivated, be better able to use thetalents of individual members within the work unit, be able todevelop realistic action plans1 day workshopPPT, individual, pair group activitiesTake home action plan assignment5. Time ManagementOne of the biggest challenges a CSS has to face is managing their time. They are often inundated with questions , queries and wants form all sides staff, customers and management. The ability to identify and focus their financial aid on the most important tasks is often the difference between a successful or unfortunate CSS. understand the importance of time in the role of CSS, identify priorities, allocate time between variant activities, develop time schedules, deal with the unexpected.1 day workshopPPT, individual, pair and group activities6. Managing strife and problem solvingNot all customers are easy to manage and an effective CSS must develop effective conflict management and resolution skills to ensure customer satisfaction. These skills will also carry crosswise to conflict issues within the work unit.understand the approach to problem solving, encourage restless problem-solving through prompt personal action, evaluate the choices and choose the optimum solutions, understand the principles of negotiation day workshopPPT, individual, pair and group activities day in the work uni t role playsEvaluationParticipants will be given a series of scenarios, and at specific points they will be asked to indicate how they would respond. The scenarios will be realistic, using pictures, unsounded files, background information and video clips. In this was, a variety of behavioral measures will be collect in a short period of time, and the process will not be dependent on the subjective judgments of examiners.