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This two-day
workshop is intended for those trainers delivering courses
and workshops to help those in customer service management positions understand
their roles and responsibilities. Customer Service
Management Trainers will outline new
strategies for handling workload, through enhancing
organization skills and ability to prioritize. Students will
explore ways to work effectively in a team environment, by
enhancing critical communication skills.
 This
course comes with:
 Training
Workbook |
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Instructor
Guide |
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Activities
& Ice Breakers |
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Pre-Assignment |
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PowerPoint
Slides |
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Course
Outline |
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Promotional
Advertorial |
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Recommended
Reading Lists |
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You
also receive:
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Unlimited reprinting
rights |
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Unlimited number of
users |
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Unlimited rights to
customize and modify the
course contents to suit
your needs. |
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Customer
Service Training: Managing Customer Service
Overview
What
participants will learn:
At the conclusion of this workshop, students should feel
more comfortable in the following areas:
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Understanding
the importance of a professional presence on the job
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Improved ability
to organize, plan, prioritize and self-manage
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Identifying ways
to problem-solve more creatively
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Improved
critical communication skills such as listening actively,
and asking open questions to gather information
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Developing
strategies for managing difficult situations and people
Using our courseware training
materials is easy and cost effective.
It works like this... each course (whether you purchase the
course individually or as part of a library of related titles)
comes with a student workbook, instructor guide, pre-made
PowerPoint versions, quick reference guides, icebreakers &
handouts, Pre-Assignments, detailed Course Outlines, Promotional
Advertorials and Recommended Reading Lists . Each of the
components can be opened into Microsoft Word (or Corel
WordPerfect) and you are allowed to make any changes you want to
the content to better suit your needs.
Why write
Customer Service training materials when we've done it for
you? We've saved you thousands of hours.
We
do the prep work... you do the training.
By being so flexible, our customer enjoy
how easy it is to customize the training materials to meet their
needs. You are allowed to make any changes to the content -
including replacing our name with yours. Do you want to replace
our examples and references to those of your own in order to
enhance the training and your students' experience? No problem.
Prewritten courseware saves you time any money and helps you
better prepare for classroom training with well-researched and
proven course materials.
Course
Outline
Introduction and Course Overview
You will spend the first part of the day
getting to know participants and discussing what
will take place during the workshop. Students
will also have an opportunity to identify their
personal learning objectives.
Changes in Customer Service
To begin the day, participants will explore
who their customers are and how that has changed
during the years.
Creating Excellence
This session will look at Curt Coffman’s and
Gabriel Gonzalez-Molina’s twelve conditions for
creating excellence.
Communication Skills
This session will help participants develop
their listening and questioning skills – two
cornerstones for great customer service.
Suspending Frame of Reference
During this session, participants will
explore two advanced communications tools: the
frame of reference and the Johari window.
Stereotypes
We all categorize and generalize; it helps
us understand the world. This session will help
participants identify their own stereotypes and
ways that they themselves might be stereotyped.
Giving Undivided Attention to Others
This session will address two ways that we
can pay better attention to others: attending
and observing.
Leadership
This session will focus on The Situational
Leadership Model, developed by Paul Hersey of
the California Centre for Excellence.
Participants will take the test, score
themselves, and then examine their style in
detail.
Engaging Employees
This session will explore the key behaviors
of great managers. Participants will also
identify ways to engage different types of
employees.
Follow the Leader
Participants will explore leadership
characteristics through a fun, thought-provoking
activity.
Developing a Service Management System
To wrap up the workshop, we will look at a
team approach to customer service.
Workshop Wrap-Up
At the end of the day, students will have an
opportunity to ask questions and fill out an
action plan.
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Soft Skills
Courseware is the only company worldwide that offers HR training
materials in such a unique, flexible and easy-to-use solution.
Whether you choose to purchase an individual course title or the
full courseware training library, you still receive everything
you need to do training in a fully customizable, print-on-demand
format. |
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Our Valued Customers include:
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Enjoy our one-of-a-kind,
no hassle 90-Day Money Back Guarantee |
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What our Clients are saying: |
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"I cannot even describe what a great course I was
able to deliver...your courseware took me from spending weeks
building a program to spending just three days." |
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- C Caccioppoli |
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"...thank you Soft Skills
Courseware; you are a life and time saver for many of us who own
businesses! Kudos to you!" |
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- K. Lewis |
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"The way you have designed the
materials makes this a very simple process...Thanks for helping
make my job so much easier." |
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- K. Huggins |
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"I have found the material
provided by Velsoft.com to be very user-friendly. The
arrangement of the materials are so well organized that it makes
my training very easy. I love the staff there as well because
each time I need assistance with something they are always
willing to help and the response time is remarkable. One of the
best things I came across on the Internet is Velsoft.com
Computer Training Software. I plan to continue my business
relations with them. It's a great company with great people." |
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- J. Glenn,
Maryland |
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"[We] have been using your
courseware for a while. It is working really well. Every one
likes it. Thank you." |
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- P. Chu |
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"The programs are comprehensive
and well planned. It is a complete turnkey system..." |
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- E. DuCoin |
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"...The materials are
professional and extremely well written. There were no
surprises, each course is timed and allows the instructor to
know exactly where they should be at any time. This makes our
job as instructors much easier since the class was engaged,
entertained and informed. On completion of the courses, the
participants all rated the courses and the materials highly..." |
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- P. Lewis |
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"...With the Soft Skills
courseware we found the total package to be comprehensive but it
still allowed us to make customizations to link it specifically
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fantastic, comprehensive, customizable package..." |
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- R. Lowe |
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"I just want to tell you how much
your Soft Skills package has made my presentations work very
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anybody..." |
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- Thamanga,
South Africa |
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"I have been in the training
industry for over 20 years and this is the most well-rounded
courseware I've worked with. I would recommend it to any company
that values quality training." |
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- M. Gordon,
Texas |
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"Velsoft materials has given me
the ability to expand my training business overnight by offering
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- A McCoy,
Texas |
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"The Velsoft curriculum (library)
has been a great addition to our training workshops.
The ability to customize and deliver training in smaller
components has increased our attendance dramatically." |
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- T. Ross |
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"The courses I ordered from Soft
Skills (Velsoft) have been extremely useful to me, in setting up
my own training consultancy. They are written in an
easy-to-follow format, and can easily be personalized for
various industries, and groups. I particularly like the
advertorials, as they include all the course contents, and again
are easy to modify with own material, photographs etc.
Thoroughly recommend – a great return on a modest investment." |
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- E. Schmidt |
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" ...since I was introduced to
your Softskills training software, I must admit that I have
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