Wednesday, October 23, 2019
Customer Service Supervisor Training Program Essay
KSA requirements  Program Objectives                                   At the program’s conclusion participants should: Knowledge      * be familiar with relevant university, state and federal policies, systems, procedures and regulations to ensure customer satisfaction Skill          * have all personal computer skills required to effectively work in the assigned work unit * be able to diffuse a variety of hostile and unpleasant customer situations * be competent in managing staff and the customer service work unit Ability * identify and adapt to different customer communication styles and cultural backgrounds and to recognize and resolve their needs   * adopt excellent time management procedures while adhering to relevant rules, processes and directives * assume effective problem solving procedures Program Agenda  Module and rationale Goals Training Methods 1. Policies and Procedures In order for a CSS to effectively operate within the work unit he/she must first be familiar and be able to work within  required polices and procedures. – understand and work within the constraints of relevant university, state and federal policies, systems, procedures and regulations 1 day workshop  PPT., individual, pair and group activities. (Participants will be provided with a folio all documentation for future reference.) 2. Personal Computer Skills In order for a CSS to effectively operate within the work unit he/she must be informed and able to use university information systems and databases, together with a number of software applications. – obtain a competent working knowledge of word processing, spreadsheets, university information systems and databases, software applications 1 day workshop  PPT, hands-on computer tuorial 4 ongoing weekly online tutorials 3. Understanding Customers and their needs Customers possess different styles of behaviour and learning how to adjust to those differing styles improves customer service and communication. – understand the process of communication and the cultural differences that prevail, develop skills in overcoming barriers to communication, understand the importance of body language in communication,  ½ day workshop PPT, individual, pair and group activities   ½ day in the work unit role plays 4. Action Leadership  To be an effective leader,  a CSS needs to develop their own leadership skills and personal authority, as well as investigate tactics for building a strong and supportive team, handle difficult problems competently, and take accountability for end results. – understand how to be an effective leader, understand how people are motivated, be better able to use the talents of individual members within the work unit, be able to develop realistic action plans 1 day workshop  PPT, individual, pair group activities Take home ‘action plan’ assignment’  5. Time Management  One of the biggest challenges a CSS has to face is managing their time. They are often inundated with questions, queries and wants form all sides – staff, customers and management. The ability to identify and focus their attention on the most important tasks is often the difference between a successful or unsuccessful CSS. – understand the importance of time in the role of CSS, identify priorities, allocate time between various activities, develop time schedules, deal with the unexpected .  1 day workshop  PPT, individual, pair and group activities 6. Managing Conflict and problem solving  Not all customers are easy to manage and an effective CSS must develop effective conflict management and resolution skills to ensure customer satisfaction. These skills will also carry across to conflict issues within the work unit. understand the approach to problem solving, encourage prompt problem-solving through prompt personal action, evaluate the choices and choose the optimum solutions, understand the principles of negotiation  ½ day workshop  PPT, individual, pair and group activities   ½ day in the work unit role plays   Evaluation  Participants will be given a series of scenarios, and at specific points they will be asked to indicate how they would respond. The scenarios will be realistic, using pictures, sound files, background information and video clips. In this was, a variety of behavioral measures will be gathered in a short period of time, and the process will not be dependent on the subjective judgments of examiners.
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