A Manager's Guide to Superior Customer Service

Sure employees get training in customer service. That's critical. But, unfortunately, there is one person who is in charge. It's the supervisor.

If supervisors don't know how to lead customer service teams, then all the training  employees get can be for naught. Well, problem solved.

Here is a course for supervisors that hits every key point.

Cost: $79.00
CEUs: 0.3 (Contact Hours: 3)
Access Time: 30 days
Course Description

A Manager's Guide to Superior Customer Service explores the art and science of developing a superior customer experience. Customers are vital to any organization and superior customer service can pay large financial dividends.
Learning Outcomes

•     Explain the concept of the comprehensive customer experience
•     Discuss the case for offering superior customer service
•     Describe the customer service philosophies of leading companies. including Apple,
      Nordstrom,   L.L. Bean, and others
•     Discuss the concept of performance measurements and Key Performance
      Indicators (KPIs)
•     Describe the use of the Net Promoter Score (NPS)
•     Discuss the Voice of the Customer (VoC) process
•     Outline ways to build customer loyalty
•     Explain how to calculate lifetime Customer Lifetime Value (CLV)
•     Discuss the issues involved in managing customer service
•     Describe how to establish customer service expectations
•     Discuss the approach to providing customer service on different platforms (in-person, over
      the phone, online)
•     Explain approaches for handling difficult customers

Key Features

•     Expert-supported
•     Mobile-friendly
•     Accessible
•     Badge and credit-awarding
•     Games & Flashcards
•     Real-world case studies
•     Audio-enabled in app

https://www.workexcel.com/supervisor-training-and-leadership-education-courses-online/#ManagementRefund Policy

You may request a refund up to 5 days from the purchase date. The registration fee will only be refunded if less than 10% of the course has been completed. Completion percentage can be viewed on the Course Progress page from within the course.
Notes

Estimated time to complete: 5 hours

This course has an "Ask the Expert" feature, which submits your questions directly to an expert in the field you are studying. Questions are answered as quickly as possible and usually within 24 hours.

This course does not require any additional purchases of supplementary materials.

Learners must achieve an average test score of at least 70% to meet the minimum successful completion requirement and qualify to receive IACET CEU credit. Learners will have three attempts at all graded assessments.

Get started here.

Reasonable Suspicion Training to Spot Substance Abusing Employees

You will not see skills in spotting substance abuse as a popular and well promoted supervisor training topic, however, every supervisor should be educated in this topic. Essentially, reasonable suspicion training is about spotting two things 1) Signs and symptoms of substance abuse actively being used in the workplace or the withdrawal symptoms thereof; and, 2) performance related signs and symptoms that may have absolutely nothing to do with alcoholism or drug addiction, but serve as the basis for a referral to a professional counselor where a personal problem, if existing--including substance abuse--can be identified and referred for treatment by a professional.

Examples of substance abuse signs and symptoms can be found here:
On this chart. . . .

And workplace performance related signs and symptoms can be found here:
On this chart.....

Together these two sets of signs and symptoms will give supervisors most of what they need to confront an employee and refer for possible drug/alcohol use on the job or referral to an employee assistance program. The video on reasonable suspicion training located here will lead you to a non-dot and dot supervisor training option for pulling this program together.

Energize employees by taking every opportunity to recognize their contributions and urging them to excel.

Every conversation with your employees produces one of three results: positive impact, no impact or negative impact.

You want to create as many positive encounters as possible. To inspire people, set their sights on a faraway goal that’s so exciting and potentially rewarding that they cannot help but covet it.

Help them visualize what it’ll feel like to reach the mountaintop—to know that they gave every ounce of their effort to deliver superior performance. 

Skip the long speeches when you’re trying to inspire employees. Instead, summarize a tantalizing goal and then ask lots of questions. That will turn your workers into true believers.

Try these techniques to engage them: Remind workers of their past triumphs. Ask them to reflect on what drove them to achieve successful outcomes in the past. Examples: “When you won the Jones account, what did you learn that you can apply to this challenge?”, “Remember your great work organizing our Hawaii convention? How about topping yourself by planning an even greater convention next year?” 

Probe to identify your employees’ source(s) of inspiration. Ask them to tell you whom they admire as a mentor. Examples might include their parents, siblings, friends or teachers. Armed with this information, you can ask each employee how his or her most cherished role model would approach the situation at hand.

Align their interests with yours. Succinctly explain why the goal is important to you and your organization. Then give the employee a chance to chime in. Use this format: “Here’s why it matters to me. Why does it matter to you?”

In terms of praising employees, ignore the conventional wisdom of dishing out daily doses of compliments to everyone you supervise. It’s better to recognize superior effort or performance rather than try to praise everyone, everyday.

Praise resonates more deeply when you express it just before and just after an employee takes on an assignment. When you delegate a project, offer a brief expression of support (“Jim, you’re our expert on this, so I’m sure you’ll do a good job,” “Mary, with your work ethic and determination, I won’t have to worry about this getting done right”).

And when the employee completes the assignment successfully, acknowledge the fine work (“Ray, your sophisticated analysis really helped us beat the competition,” “Jane, I appreciate you stepping in at the last minute and doing such fantastic work”). Praise also carries more weight when it’s specific. Go beyond saying “Good job” and give details of what you admired most about the individual’s work.

Examples: “Good job staying calm with that irate customer,” “Great work answering all of those phone lines when we were swamped this morning,” “I’m so pleased that you trained those temps so quickly to use our new software.”

Mix public and private praise. Save time in staff meetings to spotlight those employees who deserve kudos. Lead the group in a round of applause for your starring employees and ask them to stand and perhaps say a few words to the team.

Their comments can prove just as inspiring as yours, especially if they thank their peers. Saluting outstanding performance lifts everyone’s morale; even those workers who are not basking in applause will see that you value outstanding effort and they’ll push harder to excel in the future. When you praise in private, maintain eye contact and avoid distractions. Speak with passion and sincere appreciation.

And don’t follow praise by making a request; that can seem manipulative and undermine the goodwill you seek to establish.  At its best, praise serves as a management tool. If you want to induce certain behavior among your team, praise individuals already exhibiting it.

To spur workers to propose ways that improve operations, praise the clerk who came up with a money-saving idea. To highlight the need for superior customer service, praise service reps who inconvenience themselves to satisfy a demanding client. WARNING: Never praise out of obligation.

If you sense an employee craves recognition, don’t feel you must find a way to compliment the person. Instead, dangle a challenge. If the employee accepts your challenge and delivers fine results, then your praise will truly matter.

TIP: Nothing will inspire employees more than the opportunity to achieve personal goals that add meaning and excitement to their lives. Listen carefully to your employees and help them identify personal work goals—magnificent obsessions—that fit within the goals of the organization or work unit.

IT’S TRUE: In survey after survey, employees indicate that they value praise, recognition and a positive, high-morale workplace more than pay. So, ask yourself, do you find it’s just as easy to recognize people for what they do right than to chastise them for what they do wrong. Think about this. You have reflexes, and they may be reflexes to be more negative than positive in order to feel more empowered with yourself. 

Harassment Prevention at Work Is Much More than Sexual Harassment Education

Less that half of all lawsuits for workplace harassment are sexual in nature. However, sexual harassment gets the most attention in the media.

This is a grave error for human resource managers--to only see harassment prevention training as something only associated with sexual harassment. Now there is a course, only found at WorkExcel.com that covers all the forms of workplace harassment and delivers the information employees need in a fascinating 12 minute video, PowerPoint, DVD, or our favorite--a web course you own and upload to your own Web site complete with test, handout, and certification of completion to hand to your insurance company to prove due care.

Unfortunately, every company faces these risk if they have over 15 employees, and state laws cover all employers in most cases. Lawsuits against employers for failure to prevent many types of harassment can be enormous due to the Civil Rights Act of 1991 which establish financial awards for workplace violations against employers.

So, there are many other types of workplace harassment and they are also illegal. Most companies aren’t doing anything about these risks. They aren’t providing general anti-harassment training. They are ticking time-bombs without trained and aware employees--and supervisors who speak and act before they think.

There are many types of illegal harassment in the workplace ranging from religious, pregnancy, race, disability, ethnicity, and more. Making employees aware of these forms of harassment is critical, but few organizations are doing so. Most are just taking their chances. They don’t know where to get workplace harassment training so they can assemble a program. They are playing with fire without one.

Don't Just Do Nothing Workplace Harassment Training
While most companies do nothing about general workplace harassment training, others have a handbook or letter from the CEO. That’s nice, but this doesn’t cut it. What’s missing is training, awareness, and an emotional connection with the content to influence the employees powerfully and effectively so they remember to steer away from these behaviors at the very moment impulse strikes.

Lawsuits cost hundreds of thousands of dollars. Out of court settlements for harassment are common and the awards can also be astronomical. Here’s the problem. If you get sued, you have a 60% chance of losing either way -- with an out of court settle or a jury trial. Those are terrible odds.
But for $397 you can have a program to educate employees. Sounds like a bargain? It is.

Reduce your risk of lawsuits from harassment with an intense short presentation that includes a handout and test questions.


WorkExcel.com’s program will help employees think twice because the content makes an impact. Avoiding Workplace Harassment covers the types of harassment the U.S. Federal government has deemed illegal. Anti-harassment training can be accomplished in about 12 minutes. There is no fluff in this anti-harassment training program.

You may have struggle to find a general program on harassment. There are very few. Since you obviously need employee trained and aware, you can stop looking.

All business leaders worry about risk and problems of mutual employee respect in the workplace. You can lose sleep over it. Preventing workplace harassment will help you know you have something solid in place. This workplace harassment training program solves the problem with a PowerPoint with sound (or use without sound), a Web course to document education and satisfy risk management needs, a DVD, or a Web video you can place on your Web site. You own these products after purchase. You control them. They are also editable and brand-able.

For such a low cost, why ignore this problem any longer? You can stop thinking about finding an general harassment program. That takes time and energy and you are most likely to keep kicking the can down the road. You have it here: Avoiding Workplace Harassment and you can download it after purchase today.

The Equal Employment Opportunity commission recommends training in harassment prevention for all employees. And many companies make it mandatory because their attorneys said, “do it!” What better proof of need is there?

When employees are aware of boundaries and respect, workplace morale improves, conflicts are fewer, and productivity increases. There are also improvements in workplace communication. All of it flows from education and awareness, and resulting behavior changes that will come after training with Avoiding Workplace Harassment.

Anti Harassment Training Pays Off

You will experience fewer complaints in the HR office or directly to top management itself that are related to harassment after offering this presentation and having all of your employees sign a statement that they saw it and completed the test questions. You will also sense better communication and improve morale, and have a general sense of improved respect among employees. Anti-harassment training pays off.

If you do not experience enormous paybacks as described, or you sense this unique program from WorkExcel.com is not effective for your purposes, a full refund is yours with no questions asked.

Use the shopping care on this page to order this workplace harassment training product now. Or print the Avoiding Workplace Harassment Brochure and fax to 843-884-0442. Request the Web course if your employees are scattered far and wide. If you have a classroom setting you can use the PowerPoint or DVD format. Request two formats and the less cost format (or same cost format is 50% off.)

You should not wait to obtain this training program and begin anti-harassment training. Risk exists every day and eventually these risks catch up to employers. Don't let that be you. You want to act before bad things happens. You want to think upstream. Be able to prove to the court that you took "due care" in educating employees about workplace harassment prevention. Don’t put this one off. You can download the product today.


What's in the Avoid Workplace Harassment Program? The program includes:


A discussion of what Is In the Workplace Harassment Training Program

• When most people think of workplace harassment, they usually imagine . . .
• But there are other forms of harassment associated with work and employment ...
• It’s important to know about the legal definition of harassment ...
• Harassment is unwelcome conduct that is based on...
• Harassment becomes unlawful where ...
• Offensive conduct may include things ...
• There are virtually no restrictions who can be harasser. It could be...
• And the victim of harassment does not have to be ...
• Has your workplace behavior ever crossed the line...
• Workplace harassment is covered by Title VII of the Civil ...
• A Key Myth to Dispel
• None of us think of ourselves as the type of person ...
• The great myth of harassment is that...
• Understand Individual Boundaries
• A little "good-nature" fun to one person may be offensive ...
• The workplace relationship unavoidably influences ...
• Friends at work do not equate to college roommates ...
• Even if you socialize with your coworkers off the job...
• Our increasingly diverse culture has made it very difficult ...
• Even ethnic, racial, or cultural jokes ...
• As a rule, gauge your comments in mixed company. Avoid negative ...
• It’s okay to say ...
• More specifically, the ability to be aware of your reaction toward others, and pay attention ....
• Types of Harassment
• Almost all harassment has one thing in common...
• To be on the safe side follow this rule...
• Harassment vs. Offensive Behavior
• Although good manners and civility are the general expectations of your employer, unlawful harassment is necessarily ...
• The important point is this...
• So, how can you avoid ...
• The answer is to practice ...