Managing Customer Service
The need to lead, model, and promote the organizational values within a customer service environment is essential for business success. This one-day workshop will provide participants with opportunities to explore their responsibilities within their role as a leader managing customer service.
This one-day workshop will teach participants:
- Identify ways to establish links between excellence in customer service and your business practices and policies.
- Develop the skills and practices that are essential elements of a customer service-focused manager.
- Recognize what employees are looking for to be truly engaged.
- Recognize who the customers are and what they are looking for.
- Develop strategies for creating engaged employees and satisfied customers in whatever business units you manage.
The Six Critical Elements of Customer Service
The morning of the course will be spent exploring the six critical elements of customer service:
- A customer service focus
- Defined in your organization
- Given life by the employees
- Problem solving
- Measure it
- Reinforce it
Understanding Leadership
Next, participants will explore what leadership is all about. Paul Hersey and Ken Blanchard’s Situational Leadership II® model will be discussed, as well as Robert Greenleaf’s concept of servant leadership. Techniques for managing performance and conducting onboarding and orientation will also be discussed.
Five Practices of Leadership
This session explores the five leadership practices developed by James Kouzes and Barry Posner in The Leadership Challenge.
Your Satisfaction
is our Success!
OUR GUARANTEE:
Our high impact and interactive training programs have been skillfully researched and are designed to provide each participant with powerful, specific tools and knowledge. If any participant feels that they did not receive great value, effective tools or skills, they are asked to contact our customer satisfaction department. We will honour a 70% refund to the individual who has expressed (in writing) the reason for their dissatisfaction. We believe that if you have not received what we have promised to deliver, then you are entitled to a refund.
SELF-PACED
ONLINE LEARNING
Learning at your convenience.
If time, geography, or just about any thing else is standing between you and the learning your want or need; our Online Learning may be the perfect solution. Designed for convenience and impact, we have broken down our training topics into simple sessions and sections that provide you the opportunity to start, stop and resume your learning -from anywhere, at any time. Now you get to decide where and when the right time is to expand your knowledge and skills.
$199.00 USD
IN-PERSON
LIVE TRAINING
Delivering a traditional training experience -in-person or virtually!
Hands down Live Training is our most popular and requested format, whether on-site, virtual classroom, or as a lunch & learn. Participants are engaged in an interactive experience with the trainer and other participating team members. Live training sessions range from a single day to a multi-part or ongoing training series. Whichever your choice, Mainstream will craft and tailor your experience to ensure it is specific, relevant and unique to your team.Something you certainly will Not receive is a pre-formatted, pre-scripted, one-size fits all training experience. We know that every team has unique learning needs and situations, therefore your training should be too. Our free program customization service aims to meet unique or custom training needs.Why settle for a program that gives you almost what you need; our team thrives on giving you Exactly what you need.
In Person Training
The traditional classroom style of training remains our Most Popular and Most Requested format. On-site training provides participants with an in-person facilitator who will work directly with the team, whether for a single training session or a training series. The Mainstream team will craft and tailor your experience to ensure that your training session is specific, relevant and unique to your audience while meeting your learning objectives. Why settle for ‘pre-formatted, pre-scripted, one-size fits all’ training programs, when our team is able to customize a program that is just right for you? We know that every team has unique learning needs, situations and that they come from a variety of industries, each having unique customer needs and demands.  Our programs can be scaled to accommodate time restraints, unique learning needs and even industry or company nuances and barriers.
Don’t settle for a program that gives you almost what you need; our team wants to give you Exactly what you need.
Virtual Room
Delivering traditional onsite training results …virtually!
We’ve officially changed the rules and redefined what is possible in the world of soft skills learning. Our unique technology, accompanied by honed delivery methodology, have successfully replicated the traditional classroom-style training environment, allowing it to exist online.
Most online training solutions limit participants’ responses to keystrokes or to single person conversations because -with inferior technology- group discussions become distorted and confusing to follow. Our Virtual Room has eliminated those barriers and encourages learning through meaningful instructor feedback, skills modelling and engaging group discussion, without visual or audio distortion
The Virtual Room is for any organization seeking a flexible substitute to traditional onsite training; whether to lower costs, eliminate unnecessary travel or to simply ease the burden of demanding work schedules.
Lunch & Learn
A Lunch and Learn session is an onsite or virtual learning program with a facilitator-led session sharing valuable information and skills on an area of identified learning interest. It’s a great break away from a traditional training program, allowing your team the opportunity to learn while enjoying their lunch. Due to the limited time, the program focuses on specific learning concepts and skills.  It is an interactive session that quickly targets and reveals learning objectives that are predetermined by the training organizer.  Lunch & Learn sessions are also great as a training series, providing progressive learning programs for developing skills in a ‘bite-sized’ format.
INTERACTIVE
WORKSHOPS & WEBINARS
Quality interactive and engaging training professionally presented.
In today’s workplace, trying to coordinate a single day or location for a group can be a challenge and at times costly. We understand that the needs of our clients are varied so we have made accessing interactive learning as convenient as a click of a button. From single to multi-person registrations this option has provided convenience for many; a live webinar or prescheduled workshop may offer the perfect solution.
Start a Conversation
Contact our team of experts and we will guide you to the perfect training solution for your needs!
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