Course outline for
Managing Customer Service
Managing Customer Service Course Outline
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
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