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Call Centre Team Leader Development Who Should Attend And Why Team Leaders need to have excellent people skills and learn how to balance the demands of their own teams with their operational workload. This workshop will give you the skills required to effectively produce excellent results through other people, and to make that process into one which is easy and enjoyable for both you and your team. The workshop will be delivered using a combination of group interaction, trainer feedback and practical exercises, including the use of video recording. Delegates will be encouraged to use previous experiences and historic management information to create realistic role-play scenarios. By the end of the workshop participants will be able to: Gain flexibility in their leadership style Develop their listening and observation skills Learn skills to enable them to monitor and develop individual and team performance Improve their ability to cope under pressure Workshop Overview The Role of a Team Leader delegates will source for themselves the objectives of a team leader What is a Team? learn why we work in teams and what effective teams consist of Barriers and Personal Responsibilities how to break through personal barriers ways to avoid sending conflicting messages Running Effective Team Meetings how to lead team meetings that are effective and fun How Individuals Develop learn the 4 key stages of individual development within the team Flexible Leadership learn how to effectively adopt a management style which is appropriate to each individual / situation Monitoring & Troubleshooting how to maintain an overview of progress and how to assist individuals to solve their own problems Feedback learn how to reinforce positive and productive behaviour and develop standards through praise and reprimand Coaching how to modify individual behaviour to encourage more productive performance Contracting how to set up and create permission for the day to day coaching and counselling of team members Motivation learn to create new challenges for team members and yourself, even when the last thing anyone wants to do is pick up a phone Dealing With Difficult Customers proven strategies for handling complaints and criticisms how to turn complaining customers into your biggest advocates Overcoming Objections find out how to deal effectively with complaints, criticism and objections learn how to professionally manage your customer through a proven strategy

Call Centre Team Leader Development Who Should Attend And Why Team Leaders need to have excellent people skills and learn how to balance the demands of their own teams with their operational workload. This workshop will give you the skills required to effectively produce excellent results through other people, and to make that process into one which is easy and enjoyable for both you and your...

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