Customer Service Supervisor Training Program Essay

KSA requirements political platform Objectives At the programs conclusion participants shouldKnowledge * be familiar with relevant university, state and national policies, systems, procedures and regulations to ensure client satisf reachSkill * have tot each(prenominal)y personal computer skills required to in effect shit in the assigned work unit* be able to diffuse a modification of hostile and unpleasant customer situations* be competent in managing staff and the customer service work unitAbility* rate and adapt to different customer communication styles and cultural backgrounds and to recognize and firmness their needs * adopt excellent time management procedures while adhering to relevant rules, deales and directives* assume effective enigma solving proceduresProgram AgendaModule and rationaleGoalsTraining Methods1. Policies and ProceduresIn order for a CSS to effectively operate in spite of appearance the work unit he/she must first be familiar and be able to work wi thin required polices and procedures. understand and work within the constraints of relevant university,state and federal policies, systems, procedures and regulations1 twenty-four hour periodlight workshopPPT., individual, pair and group activities.(Participants result be provided with a folio all documentation for future reference.)2. Personal Computer SkillsIn order for a CSS to effectively operate within the work unit he/she must be informed and able to use university teaching 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 applications1 day workshopPPT, hands-on computer tuorial4 ongoing weekly online tutorials3. understand Customers and their needsCustomers possess different styles of behaviour and learning how to adjust to those differing styles improves customer service and communication. understand the process of commun ication and the cultural differences that prevail, develop skills in overcoming barriers to communication, understand the importance of body language in communication, day workshopPPT, individual, pair and group activities day in the work unit role plays4. Action leadingTo be an effective leader, a CSS needs to develop their own leadership skills and personal authority, as hygienic as investigate tactics for building a strong and supportive team, handle difficult chores competently, and reserve accountability for end results. understand how to be an effectiveleader, understand how people are motivated, be violate able to use thetalents of individual members within the work unit, be able todevelop realistic action plans1 day workshopPPT, individual, pair group activitiesTake home action plan appointment5. Time ManagementOne 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, custome rs and management. The ability to identify and focus their attention on the most important tasks is often the difference amid 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 workshopPPT, individual, pair and group activities6. Managing Conflict and problem solvingNot all customers are short 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 dialogue day workshopPPT, individual, pair and group activities day in the work unit role plays evaluationParticipants will be given a series of s cenarios, and at specific points they will be asked to read how they would respond. The scenarios will be realistic, using pictures, sound files, background information and video clips. In this was, a grade 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.