Managing Customer Service Course Outline

Managing Customer Service

How to Use This Guide

Session One: Course Overview

Session Two: Six Critical Elements

Element One: A Customer Service Focus

Element Two: Defined in Your Organization

Element Three: Given Life by the Employees

Element Four: Problem Solving

Role Play

Element Five: Measure It

Element Six: Reinforce It

Measurement in Practice

Session Three: Understanding Leadership

About Leadership

Understanding Your Comfort Zone

Managing Performance

Servant Leadership

Onboarding and Orientation

Session Four: Five Practices of Leadership

Challenging, Inspiring, and Enabling

Modeling and Heart

Practices in Practice

Pre-Assignment Review

Recommended Reading List

Post-Course Assessment

Pre- and Post-Assessment Answer Keys

Personal Action Plan