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Customer Service Management

Course Overview

Managers learn how manage, coach and inspire their customer service team to deliver high performing results.

Audience

Customer service front line leaders, managers and executives

Learning Outcomes

If you manage employees who interact with customers on a regular basis, then the Customer Service Management courseware is for you. This courseware will help you shape the direction of your customer service team, teach you how to provide feedback to your customer service agents, and help you inspire and motivate your employees. You’ll also spend time focused on learning how to coach your customer service agents to higher levels of performance. When you take the time to strengthen your skills to coach and manage your customer service agents, you’ll find your team is more successful, your customers are happier, and you’ll see an increase in the bottom line.

Action learning

Vado e-learning courses help you to "learn by doing". Applying action learning and the "70 : 20 : 10" model for learning and development (70% of learning comes from challenging assignments, 20% from developmental relationships and 10% from coursework/training), Vado courses are designed to leverage the all-important 70% so that you can learn through action, experience and knowledge application. During the course you can expect to be asked to "break off" to undertake related tasks, try things out for real and reflect on the experience.

Features

Built to meet the way most people learn (on the job), each Vado course provides learners with tutorial videos, a course 'Introduction Video', downloadable job aids, and an exercise to perform on the job to practice and build the desired skill. With mobile responsive courses designed to work on any mobile device and any screen size, learners will be able to develop anytime, anywhere, and when the learner is ready.