Managing a Customer-focused Department Simulation

Overview/Description
 Attracting new customers is important, but retaining them is an even greater challenge. It takes only a moment--a single lapse in service; an unmet expectation; a delay in delivery--to lose a customer forever and tarnish a company's reputation. To counter this, customer service representatives must remain vigilante, on top of their game at all times. As a customer service manager, it's your job to help your representatives meet this demand. The Managing a Customer-focused Department Simulation is designed to help managers, supervisors, and team leaders motivate, manage, and support customer service staff. Over the course of the simulation, participants will practice a series of customer service management skills, encompassing the objectives of delivering the essentials of customer service, obtaining employee support, reviewing the service process, improving the service process, managing team performance, and empowering and motivating customer service providers. The Managing a Customer-focused Department Simulation comprises three scenarios and is based on the SkillSoft series "Managing a Customer-focused Department." Throughout the simulation links are provided to the following SkillSoft courses: CUST0171, CUST0173, and CUST0174.

Target Audience
 Customer service managers, supervisors, and team leaders, and anyone with responsibility for managing the delivery of quality customer service

Expected Duration
0.5

Lesson Objectives:

Managing a Customer-focused Department Simulation

  • delivering the essentials of customer service.
  • obtaining employee support.
  • reviewing the service process.
  • improving the service process.
  • managing team performance.
  • empowering and motivating customer service providers.


    • Course Number: CUST0170