Managing Customer Service - Brisbane

Managing Customer Service Brisbane

Course Outline

Overview

As a sales consultant that has watched customer service teams from Brisbane to the entire of the rest of Australia, I have seen the very different level of success between the teams that THRIVE as opposed to just survive. It's not about "having right people on the bus and in the right seats" – it's about structuring and systematising your Business so everyone on your team has the capability to consistently deliver amazing service.

I was in a busy retail store in Queen Street Mall and the manager, Rebecca, was always running around putting out store fires. She had a talented team, but with no process, even the simplest of customer questions turned into a chaotic situation. SIX MONTHS LATER Fast forward to six months later after implementing adequate systems for customer service management and the same team was now managing difficult customer complaints well, with Rebecca being free to work on strategic growth activities.

The course speaks to a Brisbane experience that some businesses grapple with: lurching from good to bad customer service depending on who you get, team members who hit a wall when it comes to dealing with problems and managers who spend their day putting out fires rather than leading. Together, we can re shape the way you operate from reactive management to proactive outsourced management excellence.

The implications of successful customer service management go well beyond just making customers smile. When your employees work with unequivocal direction and feel adequately supported, the level of workplace stress decreases, retention of workers is higher, and the reputation of your business is augmented. So what's the end result? You'll find that first rate customer service is the competitive edge you've been needing in a city like Brisbane.

Curriculum Based Learning Outcomes

After you finish this course you will be able to:

Foundation Skills:

Create service standards that you can live up to not just write them down and never live them out in real life.

Use coaching methods that build team confidence without overbearing coach like control

Build escalation processes that enable to address issues effectively without breaking relationships with consumers

Advanced Management Capabilities:

Create measurement systems that track relationships as well as transactions.

Build feedback systems that drive you to get better while avoiding tanking the morale of the team

Spot when customer service challenges signify more serious operational problems and systemic fixes are the only solution

Leadership Integration:

Create team atmospheres in which above and beyond service is the natural outgrowth, not the relentless focus of the team, by providing the right support structures

Handle challenging customer situations professionally using your diplomacy and negotiating skills to work with the customer, and, when appropriate, your internal teams, to find common ground and meet the Company's expectations without harming the relationship or the business.

Turn customer complaints into opportunities to improve your service and grow your staff.

What You Will Learn

Establishing Service Standards that Will Last Forever You find out how to create service standards your staff will use, even when it gets really busy, they're stressed out or it's just an average day. We'll discuss strategies for how to make the standards feel supportive not constraining, so your team adopts the structure rather than resents it.

Coaching for Confidence Discover the best ways to navigate difficult conversations with your crew while still allowing them to make their own decisions. You will work on methodologies that strive to scale personal capacity without diluting service quality, allowing each team member to develop their own problem solving abilities.

Tracking What Matters We'll review how to measure the right things that actually show service quality and team results. You will learn to see through call times and basic satisfaction scores and know whether your team is forming relationships with customers and learning how to professionally grow.

Feedback that Works Learn how to give useful feedback that helps growth instead of generating defensiveness. You will learn how to identify successes, respond to difficulties and keep your team motivated during times of adversity.

Systems Thinking Approach You will become empowered to recognise when customer service issues are a result of broken business processes and not individual performance. You are able to deal with the cause (not just treat the symptoms over and over).

Concluding Remarks

This workshop provides Brisbane business owners with a practical tool to turn customer service management from a reactive grind into a strategic boon. It is only through looking at the systems, support and sustainability in place that you can create an environment where great service is the result of excellent management.

As a result, your team will become more confident in dealing with complex scenarios, you'll be able to deal with fewer crises and your customers will benefit from the kind of professional, consistent service that lays the foundations for long standing business relationships. And, you'll build the groundwork for sustainable and scalable growth beyond the coming quarter.

The best of management practice will be combined with practical application for success based on lack of certainty about your operating environment, ensuring participants leave with practical strategies they can action the next day – flexible enough to modify as your business changes.