Our team of experienced leaders in sales, marketing, call center management, training and development will evaluate objectively each customer touch point in your process, defining each department's role in the overall service delivery process. We believe contact centers that implement and focus on a customer centric approach to the overall service delivery work more effectively because the whole organization becomes involved and accountable for the customer experience.
 
Customer Service 101 is a division of Evans Consulting Group focused specifically on customer service training and development. We offer customized customer service training programs to meet your organization's specific needs. Depending on your training requirements, we offer instructor-led workshops at your site or develop programs for your team to deliver.

Sherry Redden Evans, managing director of training & development, is recognized in the customer service community as a leader and is an accomplished speaker in the dynamics of customer service delivery within organizations. Sherry and her team will be with you every step of the way from the needs analysis to post assessment follow-up to ensure the success of the program.


SELECTED WORKSHOP DETAILS
EVANS CONSULTING GROUP
Effectively Managing Teams

Effectively Managing and Motivating Teams to be Their Best

If you are like most managers, your staff is a vertical slice of age groups, personalities and talent.  Your responsibility as a leader is to be proficient in your ability to encourage, motivate and inspire EACH member toward specific departmental and organizational performance goals. The goal of this workshop is to introduce you to specific skills and techniques that all leaders must develop to be an effective manager of teams.  Along with how to interact, inspire and motivate each age group and personality style.

Belonging to any team, in the broadest sense is a result of feeling part of something larger than you and having an understanding of goals and values of the team's leader.

What you will learn:

  • Understand the difference between the TASK (processes) of building a team and the SENSE (emotional intelligence) of inspiring and motivating by utilizing your team management skills.
  • Identifying the FIVE skills every effective team leader must utilize.
  • How to effectively communicate your expectations to a diverse group of personalities and age groups.
  • Understanding how individual and team values differ between generations and how to vary your approach with each group.
  • How to consistently maintain a high level of motivation and satisfaction among individual team members.
  • How to establish accountability among team members towards the common goal.
  • How to handle conflict and build trust and accountability.How to reward team accomplishments appropriately.

Workshop Details:

  • Four-hour workshop / plus one-hour post workshop skills practice (for those who choose to participate) working with your real world team challenges as skills practice examples
  • Maximum 25 attendees
  • Audience: Team leaders, project managers, management
 
 
 
 

 

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