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

This workshop will be most valuable to Supervisors working in:

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

Length 2 days

Fee 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.

FAQ