'Customer Service Supervisor Training Program Essay\r'

'KSA requirements course of study Objectives\r\n At the program’s conclusion participants should:\r\ncognition\r\n * be familiar with relevant university, state and federal official policies, systems, procedures and regulations to ensure guest satisf bodily function\r\nSkill\r\n * arrive at every private computer skills required to efficaciously live on in the assigned ready whole\r\n* be able to diffuse a assortment of hostile and unpleasant customer situations\r\n* be efficient in managing staff and the customer service work unit\r\nAbility\r\n* spot and adapt to polar customer communication styles and cultural screen backgrounds and to recognize and resoluteness their needs\r\n * adopt excellent time commission procedures while adhering to relevant rules, do byes and directives\r\n* assume telling line solving procedures\r\nProgram Agenda\r\n \r\nModule and rationale\r\nGoals\r\nTraining Methods\r\n1. Po licies and Procedures\r\nIn 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.\r\n†show and work within the constraints of relevant university,\r\nstate and federal policies, systems, procedures and regulations\r\n1 sidereal solar twenty-four hour period workshop\r\n \r\nPPT., individual, pair and class activities.\r\n(Participants leave behind be provided with a folio either documentation for future reference.)\r\n2. Personal Computer Skills\r\nIn order for a CSS to effectively operate within the work unit he/she must be informed and able to use university discipline systems and databases, unneurotic with a number of software applications.\r\n†obtain a competent working knowledge of word processing, spreadsheets, university information systems and databases, software applications\r\n1 day workshop\r\n \r\nPPT, active computer tuorial\r\n4 ongoing weekly online tutorials\r\n3. intelligence Customers and their needs\r\nCustomers possess different styles of behaviour and encyclopedism how to adjust to those differing styles improves customer service and communication.\r\n†ascertain the process of communication and the cultural differences that prevail, climb up skills in overcoming barriers to communication, represent the importance of body language in communication,\r\n½ day workshop\r\nPPT, individual, pair and conference activities\r\n \r\n½ day in the work unit role plays\r\n4. Action leading\r\n \r\nTo be an effective leader, a CSS needs to conk out their own leadership skills and personal authority, as salubrious as investigate tactics for building a strong and supportive team, handle difficult chores competently, and retain accountability for end results.\r\n†understand how to be an effective\r\nleader, understand how people are motivated, be stop able to use the\r\ntalents of individual members within the work unit, be able to\r\ndevelop realistic action plans\r\n1 day workshop\r\n \r\nPPT, individual, pair group activities\r\nTake home ‘action plan’ appellative’\r\n \r\n5. Time Management\r\n \r\nOne of the biggest challenges a CSS has to slope 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 betwixt a successful or unsuccessful CSS.\r\n†understand the importance of time in the role of CSS, identify priorities, allocate time between various activities, develop time schedules, deal with the unexpected\r\n.\r\n \r\n1 day workshop\r\n \r\nPPT, individual, pair and group activities\r\n6. Managing Conflict and paradox solving\r\n \r\nNot all customers are diffused to manage and an effective CSS must develop effective troth management and resolution skills to ensure cu stomer satisfaction. These skills will also carry across to conflict issues within the work unit.\r\nunderstand 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\r\n½ day workshop\r\n \r\nPPT, individual, pair and group activities\r\n \r\n½ day in the work unit role plays\r\n \r\n \r\n military rank\r\n \r\nParticipants will be given a serial publication of scenarios, and at specific points they will be asked to omen how they would respond. The scenarios will be realistic, using pictures, sound files, background information and video clips. In this was, a mannequin of behavioral measures will be gathered in a short period of time, and the process will not be dependent on the prejudiced judgments of examiners.\r\n'