Balance Learning: Solutions: Courses: Outstanding Customer Service Skills

Solutions: Courses: Performance Management

To view the latest Knowledge Dimension online demos you need to have the latest flash player. If you don't have it installed you can get it here:

Popup notice
These demonstrations will launch in a separate popup window. If you are using any popup blocking software such as Ad-Blocker or Popup Killer you will need to add our site to your software's list of friendly sites or temporarily disable your Popup software.

Introduction

Leading Work Teams - Use performance management to achieve organizational objectives and customer satisfaction.

Whether it's increasing sales or expanding a customer base, organizations have strategic goals they must reach if they are to succeed. Managers and supervisors need to ensure that they and their teams are doing their part to make these goals a reality.

This program introduces participants to an effective process of Performance Management. It helps them ensure that everyone knows what's expected, and provides ways to monitor and develop performance. It highlights techniques for day-to-day management as well as formal performance reviews; and provides valuable guidance on linking rewards and recognition to performance.

Performance Management

Modules

Plan Performance

What you can Achieve
Defining Expectations
Establishing a Clear Understanding

Monitor Performance

Day-to-Day
Giving and Receiving Feedback
Problem Solving
Developing Performance

Formally Review Performance

Preparation
Performance Evaluation
The Performance Review

Reward Performance

Performance Outcomes

Managers will:

Understand how customer service affects their business and how to evaluate the real and potential value of their typical customer.
Be able to differentiate between good and outstanding service, and understand how to use personal experience to deliver excellence.
Appreciate the nature and value of their relationships with their internal, external and potential customers.
Know how to describe the facts, features and benefits of products, promotions, and business systems.
Understand how a “customer first” attitude is their crucial competitive edge and how to keep it sharp.
Appreciate the aim of the “sales through service” process as well as how it works.
Understand how good first impressions positively affect customer relationships, and how acknowledgement, appearance and approach contribute.
Know how to use listening and questioning skills to draw out customers’ needs and how to tune in and respond appropriately.
Understand how to use knowledge, judgement and professional focus to match needs and deliver outstanding service.