Customer Service Cycle-Management

Customer Service Self-Management

Course Format and Options:

• The Customer Service Self-Management Curriculum consists of 8 Modules. Each Module (or course bundle) comprises 5 course topics.

• It is recommended to do the 8 Modules over a 8 month period, so that you have sufficient time to complete each module without putting yourself under pressure, plus the opportunity to apply the principles of each module and make them a habit.  For people who are fast learners or who have a bit more time, it is quite feasible to complete two modules per month.

• There is an Accountability Meeting with a personal Coach at the end of each module, to help you apply the principles to your specific situation and to assist you with a Goal Action Planner (GAP) if required.

• Personal choice and flexibility to suit individual needs: If you do not wish to do the entire curriculum, you may select individual modules and only register for those modules. Pricing is per module.

• Although it is not recommended, in the case of restricted budgets, you can choose to do the eLearning modules without the Accountability Meetings or the benefit of a personal Coach. However, you can choose to have the Accountability Meetings and the benefit of a personal Coach for selected Modules only, to suit your budget. This adds to the overall flexibility of the wonderful Chart Learning courses

1. PRODUCT/PROCEDURE KNOWLEDGE

        Product & Procedural Knowledge

        Competitive Knowledge

        Building Credibility

        Developing Expertise

        Industry Trend Resource

2. TIME MANAGEMENT 

        Service Effectiveness

        Service Efficiency

        Service Scheduling Smarts

        Finding Hidden Service Time

        Maximizing Service Productivity

3. GIVING AND GETTING HELP 

        Getting the Right Help

        Mentoring Peers

        Coaching Peers

        Customer Experience Mgt.

        Managing Customer Expectations

4. RESPONSIBLE INITIATIVE 

        Personal Leadership

        Initiative for Responsible Results

        Achieving Results with Others

        Personal Accountability

        Overcoming Obstacles

5. SERVICE ATTITUDE

        Positive attitude

        Character/Integrity

        Service Mistakes

        Equal Respect

        Service Resiliency

6. STRESS MANAGEMENT 

         Stress for Success

         Stress Management Techniques

         Resiliency

         Balancing Home and Career

         Preventing Job Burnout

7. REWARDS/RECOGNITION 

        Giving Rewards and Recognition

        Self-Appreciation

        Appreciative Inquiry

        Customer Appreciation

        Empowered Compliments

8. CRITICAL THINKING 

         Introduction to Critical Thinking

         Managing Deception and Fallacies

         Persuasive Arguments

         Checklists for Rational Decisions

         Optimal Understanding: Explanations