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Certified Customer Service Manager (CCSM)

Becoming a 'Certified Customer Service Manager' opens many doors both domestically and internationally.

The 'CCSM' designation is your passport to a leadership career in customer service.

The CCSM program has been developed with a mix of technical and practical workplace based projects with a focus on developing leaders in the customer service discipline.

For more information contact: CSI Canada

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Getting It Right This Time - Your Change Management Strategy

Hiring Customer Service Representatives with HIGH AQ's

When To Use It

This is a stand-alone activity that can be conducted as part of a regular meeting, or as a training event by itself.

What To Do

Introduce this activity with:

• Now that we have seen the need to improve customer service delivery in certain parts of our organization/department, how

will we reward good service delivery when it is provided?

• How do you think we can best reward our team members on a regular basis when they provide professional customer service

or meet their customer service delivery objectives?

Cover the following points in your introduction: . ...Read more

Rewards For Excellence

This activity is particularly useful when managers feel the need to alter the direction of their service delivery strategy, or to "rev-up the troops" by providing greater incentives. It is a great way to get the creative juices flowing in your participants.

If you like to use analogies, consider an outstanding service organization as something like a symphony orchestra. And think of a mediocre organization as a mob of people with instruments in their hands. What's the difference? What makes the orchestra different from the mob?

The difference between the orchestra and the mob is mostly invisible, but it's crucial and it's worth a lot of money, time, human effort, and commitment to achieve this critical difference. The results are obvious, but the underlying difference is mostly intangible.

It's the skills, feelings, attitudes, collective know-how, and ability to cooperate that makes all the difference. ...Read more

One key is to model the following four "core" elements of AQ.

1. Control. High AQ CS reps perceive that they have influence over adverse situations.

For example, when faced with challenges, they remain calm, project a positive attitude, and reassure the customer that the problem will be remedied.

Low AQ CS reps first reaction is to become stressed and overwhelmed. ...Read more

Service quality has become essential for the survival of all companies in the emerging world without borders. Effective delivery of quality customer services involves finding customers, identifying their needs, and meeting or exceeding their expectations. This article discusses challenges to delivering quality. It proposes that employees are the key to delivering excellent quality services and suggests ways to create a talented and motivated workforce. HR strategies like attracting the right people, developing people, providing relevant support systems, and retaining the best people are discussed comprehensively as a means of creating a talented workforce. ...Read more

Creating a Talented Workforce for Delivering Service Quality

What roles do employees play in delivering service quality?

Finding and hiring CS reps who not only exhibit good inter-personal skills is difficult enough, but they should also have a high Adversity Quotient (AQ) too. What's that?

An AQ is a precise, measurable, unconscious pattern of how people respond to adversity. In fact, unless CS reps learn how to maintain control and be energized by tough problems, adversity will take its toll on them and the level or quality services they provide.

The Ministry of Advanced Education and Labour Market Development has established a new program initiative, Workplace Training for Innovation Program, through the Strategic Training and Transition Fund. The program is designed to provide eligible employers with funding for employee training in order to: ... Read more

Need money for training?