| Customer Care Supervisor Training and Certification
2-day course, $1,595  |
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Overview
In this course, supervisors and team leads will learn the tools, techniques, and skills required to keep employees motivated, productive and satisfied. participants will learn:
- Individual leadership style
- The three Vs of communication
- How to write SMART goals
- How to use different decision style strategies
- Task deligation
- How to deliver corrective feedback
- Methods of giving clear instructions
- How to use responsive listening
Who Should Attend
Supervisors, team leads and senior front line professionals working in:
- Customer service and Support
- Customer care
- Consumer relations
- Field service
- Teleservices
Agenda
1. Leadership Style
- Situational leadership profile
- Creating a team environment
- Making the transition to supervisor
- Interpersonal skills
2. Motivation
- Setting expectations
- Determining and ensuring capabilities
- Rewarding, recognizing, reinforcing
- Empowering employees
3. Time Management
- Planning and organizing
- Identifying roles and responsibilities
- Delegating
- Decision-making
4. Coaching
- Handling people/performance issues
- Providing employee feedback
- Giving instructions
- Responsive listening
Certification
The exam consists of 100 questions in a multiple choice, and essay format. Exam retake fee is $95.
Registration
Fees
The per student registration fee for this seminar is $1595, and includes:
- Tuition
- Course materials
- Certification exam.
- Continental breakfast each day and lunch on each full day.
Class begins at 8:30 a.m. and ends at 5:00 p.m. Business casual attire is appropriate.
To register, follow the "Book Now" link or call (708) 246-0320
Seminar Schedule
| Sept 17-18, '09 | Washington, DC | Courtyard Embassy Row
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| Nov 5-6, '09 | Atlanta, GA | Georgia Tech
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Click here to learn about
, dates &
locations
Payment is due prior to the seminar. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the conference.
Cancellation Policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $450. Or, you may transfer your registration to another member of your company at no additional charge. Registrants canceling within fourteen days of the seminar will receive credit, less administrative fees of $450, toward any other Resource Center seminar.
In the unlikely event that a seminar must be cancelled, you will be notified at least two weeks prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares. As seminars are cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.
Seminar agenda subject to
change.
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