What is this HRDF claimable Customer Service Team Leader Master Programme about?
Whether you’re a new or experienced team leader, manager, supervisor or soon-to-be leader in customer in customer service department, retail, food and beverage or hotel industry, this Mastery program will serve as an invaluable guide to help you become an exceptional team leader in your organisation. Throughout the program, we have incorporated a diverse range of case studies in each section to ensure you grasp the context of each topic thoroughly.
Who should attend
- Senior Front Liner (Customer Support, Server, Retail, Hotel)
- Customer Support Trainer aspiring to become a Team Leader
- Aspiring Customer Support Agent with ambitions to become a Team Leader
- Existing Team Leader aiming to master Front-line Team Management
- Customer Support Coach seeking expertise as a Subject Matter Expert
Course Outline
- An Overview of Customer Support
- Effective Hiring
- Understanding the Stages of Customer Support Maturity
- Developing Business Plans and Strategies for Customer Support
- Managing your Workplace and Additional Processes
- Implementing Effective Support Metrics
- Ensuring Quality in Customer Support
- Fostering Teamwork and Motivating Employees
- Efficiently Managing Workforce and Training in Customer Support
Course Objective
- Equip learner with the necessary knowledge, skills, and strategies to excel as Team Leaders or Subject Matter Expert in customer support.
- Provide comprehensive training and practical case studies to enhance understanding of front-line team management.
- Develop effective leadership techniques for driving high-performance customer support teams.
- Foster career advancement opportunities by preparing participants for the role of Team Leader.
- Enhance participants' expertise in customer support through interactive learning experiences.
- Equip Customer Support Trainers and Coaches with the necessary skills to guide and mentor aspiring Team Leaders.
- Cultivate a deeper understanding of the responsibilities and challenges associated with front-line team management in the customer support industry.
- Foster the development of essential leadership skills, including communication, problem-solving, and decision-making.
- Encourage the application of best practices in team management, employee motivation, and performance evaluation.
- Provide participants with the tools and strategies to create a positive and productive work environment within their teams.
Course method
- Classroom training
- Role play
- Small group discussion
- Practical Exercise
What's included
- Training note
- Ready-to -use template n daily management
Enroll in the HRDF Claimable Master Programme. Get your free quote!
Fun Facts
AI Powered Coaching & Performance Feedback
Artificial intelligence is revolutionizing customer service.
While traditional coaching is valuable, AI can offer insights from analyzing customer service interactions and identifying performance gaps. This module could explore using AI-powered tools to provide automated coaching suggestions, identify areas for individual improvement, and personalize training based on individual needs.
