Customer Care Supervisor Certification

This course covers the basic skills and knowledge required to successfully supervise front line employees in a Customer Care function. This course teaches the tools, techniques and skills required to keep employees motivated, productive and satisfied.

Learn how to

  • Identify your individual leadership style
  • Understand the three Vs of communication
  • Write SMART goals
  • Use different decision style strategies
  • Delegate tasks to staff
  • Deliver corrective feedback
  • Give clear instructions
  • Use responsive listening

Course Outline

Leadership Style

  • Situational Leadership Profile
  • Creating a team environment
  • Making the transition to supervisor
  • Interpersonal skills
Time Management

  • Planning and organizing
  • Identifying roles and responsibilities
  • Delegating
  • Decision-making
Motivation

  • Setting Expectations
  • Determining and ensuring capabilities
  • Rewarding, recognizing, reinforcing
  • Empowering employees
Coaching

  • Handling people/performance issues
  • Providing employee feedback
  • Giving instructions
  • Responsive listening

Who should attend

  • Customer Care
  • Consumer Relations
  • Field Service
  • Teleservices
  • Customer Service
  • Call Centers
  • Help Desks
  • Customer Support

Length 2 days

Fee
Public Class $1,295
On-site Class Call 404-352-9291

Certification Exam

To achieve certification, participants in this course must successfully complete a certification exam. Participants must achieve an overall score of 80% to be certified by the Institute.

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