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Train the Team Leader Training

CSIA Supported Team Leader delivered Toolbox Training - Training your team leaders to be customer service trainers

Team Leaders and Middle Managers don't interact with their teams on customer service issues on a regular basis. Too rarely do we see team leaders motivating and inspiring their teams to deliver on the service promise.

CSIA’S SOLUTION: CUSTOMER SERVICE EXCELLENCE TOOLBOX SESSIONS

Any successful program that involves substantial organisational change must have a clearly identified message that is concise and recognised as ‘here to stay’. Fly by night campaigns that ask staff to buy into a customer focused shift don’t work when the message is not fully supported or gone only months later. Such an approach encourages some employees to become skeptics.

The CSIA’s Customer Service Excellence toolbox sessions will motivate employees and maintain a high-energy customer centric environment. Toolbox sessions are designed to be led by your team leaders. We suggest a workplace toolbox session around a customer service attribute is held every six weeks over at least a year. These sessions will assist with continuous improvement, promoting ideas and keeping customer service fresh and in the front of everyone’s minds.

CSIA Customer Service Excellence Toolbox Training (click here for a PDF brochure)

Overview
CSIA’s trainers will train your team leaders in every aspect of delivering the toolbox sessions and feedback is built into the process ensuring accountability and reward and recognition. This course can be customised for organisations depending on staff and content requirements.

Toolbox Content

All toolboxes are packaged be CSIA and delivered to each team leader as required, though we suggest, one every six weeks for one year (8 sessions in total). The lesson of each of the 8 toolbox sessions will be developed as it is identified what key areas need to be focused on within the organisation.

Suggested toolboxes session which are working really well for CSIA members include:

Consistency of delivery to customers
Communication with your customers
Ownership
Complaints management
Having ‘fun’ at work
Communicating with different cultures
Identifying and using ‘moments of truth’
Choosing your Attitude everyday

Course Materials

Each toolbox will contain the following:

Leader’s workbook Participant workbooks Listing of motivational quotes – laminated cards for each individual
‘Key Tips’ laminated pocket card Prize for previous assignment “winner" $20 voucher (1) in each pack
Classroom training tools
In room and take away activities and assignments
Reward and Recognition tips for the team leader
Supplementary frontline training DVD (BrainPower Training) – in initial toolbox session only
Optional Extras to each Toolbox:
Motivational poster – with quotes 1 customer service book to add to the team library

At the completion of this course participants should be able to:

Create and maintain rapport with internal and external customers both in face to face and telephone based environments
Take ownership of issues and follow through until successfully complete
Identify opportunities for exceeding expectations and “delighting customers” – creating loyal customers
Demonstrate a range of communication techniques to build customer relationships (both internal and external)
Recognise customer needs and ways to satisfy them
Identify opportunities to deliver ‘plus-one’ service

Continuing Education:

When trying to make a culture change within a department or organisation, it is necessary that the message is not only consistent, but also continually reinforced. It has been proven that in order to see effective and long lasting change, the information needs to be instilled through continuous training and activities that provide the tools and motivation to the individuals. Toolbox training addresses these issues.

To receive a customised proposal, please call 02 9386 4477

or email training@csia.com.au

Management and Leadership Training

Nationally Accredited Diploma of Business for Customer Service Management Certified Customer Service Manager Course

(Click here for full course outline)

This Program is designed to provide graduates with a Nationally Accredited Professional Qualification for Customer Service Managers - the Diploma of Business (BSB50101) focusing on Customer Service Management and Australia's only formal and nationally recognised "Certified Customer Service Manager" designation - Dip. Bus. CCSM.