Customer Focused Management
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Customer Focused Management Course
Introduction:
An efficiently designed and effective performance management process encompasses a range of techniques, including objective setting, performance review and monitoring, feedback delivery, coaching, training and development, as well as reward systems and the appraisal itself. This program is specifically structured to illustrate how these techniques are interconnected with the roles of both HR professionals and line managers. By addressing both theoretical concepts and practical applications, participants will gain a comprehensive understanding of performance management.
Throughout the program, participants will engage in practical skills workshops conducted each day, enabling them to put their newly acquired knowledge into practice. These workshops serve as a valuable opportunity to apply the learned techniques and reinforce understanding.
Key areas covered in the program include:
1. Designing and implementing an effective performance management scheme: Participants will learn how to develop and introduce a performance management system that aligns with organizational objectives and fosters employee engagement and productivity.
2. Equipping managers, supervisors, and team leaders with essential performance management skills: Participants will gain insights into the skills required to effectively carry out performance management responsibilities. This includes setting clear expectations, providing constructive feedback, and facilitating performance improvement.
3. Overcoming challenges in a multicultural environment: The program addresses the complexities of managing performance appraisal in a diverse and multicultural workforce, providing strategies for promoting fairness and cultural sensitivity.
4. Managing and enhancing poor performance: Participants will learn techniques for addressing and improving underperformance, including identifying root causes, providing support, and implementing corrective measures.
5. Sustaining high performance through positive reinforcement: The psychology of positive reinforcement is explored, emphasizing the importance of recognizing and rewarding exceptional performance to maintain motivation and productivity.
6. Advanced performance management: The program delves into advanced topics and strategies, equipping participants with the knowledge and tools to handle complex performance management scenarios and optimize organizational performance.
By participating in this program, individuals will acquire the skills, techniques, and insights necessary to establish and maintain an effective performance management process. They will develop the capability to drive performance improvement, engage employees, and foster a culture of continuous development and achievement.
Join us on this transformative learning journey, where you will gain the expertise to design and implement an impactful performance management scheme. By mastering the art of performance management, you will be equipped to maximize individual and organizational performance, leading to sustained success and growth.
Course Objectives:
At the end of this course participants will learn how to:
- Describe the importance of the leader as a role model for customer service excellence
- Establish the importance of setting and reviewing customer service standards
- Describe techniques to motivate teams and individuals for peak performance
- Develop effective communication strategies to promote team building
- Evaluate surveys to accurately monitor customer satisfaction
- Design a realistic and challenging customer service employee training program
Who Should Attend?
This training course is suitable for a wide range of professionals but will greatly benefit:
- Sales Managers
- Customer Service Managers
- Team Supervisors
- Frontline Customer Service Representatives (CSR)
- Account Managers
- Field Service Representatives
- Department Managers
- Marketing Managers
Course Outlines:
Creating a Customer-Focused Organization
- Why is Customer Focus suddenly such a big deal?
- The Vision and Mission of a Customer-Focused Organization
- The Roles and Responsibilities of a Customer-focused Manager
- The Importance of Presenting a Professional Business Image
- Mastering Nonverbal Communication
Enhancing Leadership and Interpersonal Communication Skills
- Supervising the Four Personality Styles
- Overcoming Communication Barriers in the Workplace
- The Supervisor’s Role in Conflict Resolution and Service Recovery
- Facilitation Skills: Managing Group Dynamics
- How to Give and Receive Constructive Feedback
Setting Customer Service Policies and Performance Standards
- Deming’s Fourteen Points of Total Quality Management
- Traditional Manager vs. TQM Manager
- Setting SMART Objectives to Improve Customer Satisfaction
- Best Practices: Methods of Measuring and Monitoring Customer Satisfaction
- Empowering Frontline Employees to Better Serve their Customers
Building High-Performance Teams and Motivating Individuals
- he Building Blocks of a High-performance Team
- Your Customer Service is Only as Good as Your Worst Employee
- The Power of Mutual Support and Cooperation
- Building Teamwork with Support and Recognition
- Coaching and Mentoring Techniques
- The Impact of Stress on Individual and Team Performance
- The Benefits of Teamwork and Mutual Cooperation
Leading the Way to Superior Customer Service
- Using Social Media to Engage with Customers
- Recruiting, Interviewing and Hiring Quality Personnel
- Developing and Implementing Effective Training
- The Importance of Attitude and Teamwork
- Professional Development and Continuous Improvement
- Setting Performance Goals and Expectations
- Employee Recognition and Performance Review
- Empowering, Motivating, and Retaining Frontline Personnel