Customer Service Supervisor Training Program Essay

KSA requirements architectural plan Objectives At the programs conclusion participants shouldKnowledge * be acquainted(predicate) with relevant university, state and federal policies, systems, procedures and regulations to ensure node satisf military action achievement * have all personal computer skills take to efficaciously transaction in the assigned flow social unit* be able to dawn a variety of hostile and unpleasant guest situations* be fitting in managing staff and the customer service work unit efficiency* identify and adapt to different customer communication styles and cultural backgrounds and to disclose and resolve their needs * adopt excellent clip management procedures composition adhering to relevant rules, processes and directives* assume effective problem understand proceduresProgram agendaModule and rationaleGoalsTraining Methods1. Policies and ProceduresIn order for a CSS to effectively operate within the work unit he/she essential showtime be fam iliar and be able to work within required polices and procedures. take and work within the constraints of relevant university,state and federal policies, systems, procedures and regulations1 daytime workshopPPT., individualist, pair and group activities.(Participants will 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 information systems and databases, together with a number of software applications. obtain a equal working knowledge of word processing, spreadsheets, university information systems and databases, software applications1 day workshopPPT, hands-on computer tuorial4 ongoing weekly online tutorials3. correspondence Customers and their needsCustomers possess different styles of behaviour and learning how to adjust to those differing styles improves customer service and communication. render the process of commu nication and the cultural differences that prevail, sire 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 affair plays4. Action LeadershipTo be an effective leader, a CSS needs to develop their own leadership skills and personal authority, as well as suss out tactics for building a strong and supportive team, handle surd problems competently, and take account force for end results. understand how to be an effectiveleader, understand how people are motivated, be better able to use thetalents of individual members within the work unit, be able todevelop realistic action plans1 day workshopPPT, individual, pair group activitiesTake theater action plan assignment5. Time ManagementOne of the biggest challenges a CSS has to face is managing their time. They are ofttimes 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 workshopPPT, individual, pair and group activities6. Managing Conflict and problem solvingNot 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 energetic problem-solving through prompt personal action, evaluate the choices and choose the optimum solutions, understand the principles of negotiation day workshopPPT, individual, pair and group activities day in the work unit role playsEvaluationParticipants will be given a series of sc enarios, 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 subject on the subjective judgments of examiners.