You are here:Home1/Managing a Customer Service Team
This course deals with the two inter-related aspects: managing teams and harnessing teamwork to be of service to clients the organisation has set out to serve. The course will enable managers who lead customer service teams to harness their team’s potential by concurrently maximising individual and team welfare on one side, and maximising customer satisfaction on the other.
Course Duration and info
B.A. (Hons.) Business Management; MBA
John Mallia has been involved in training since 1998, and has conducted numerous training courses, both for public as well as for private sector organisations, including CDRT, Actavis, ETC, the Dental industry, Malta Enterprise, Kopin, Vista, JCI as well as courses organised by Mediacoop itself.
John Mallia specialises in the areas of motivational training for personal development and success, and conducts various training and consultancy work in customer care, marketing, image management, Public Relations, teamwork, communication, co-operatives and work relationships. Mediacoop also organises and facilitates various teambuilding sessions for different organisations.
Mediacoop is a co-operative involved in the areas of Training, Marketing, Communication, Media, PR and Teambuilding.
The human element of teams
Aspects of diversity
The team life-cycle
Defining excellent customer service
Developing the right communications
Customer service logs
Dealing with client feedback
Obtaining team commitment towards goals and a positive work ethic
Fostering team innovation
Examining procedures and proposing ideas that are client centred
Arming teams with resources
Dealing with constraints
Tackling frustration from perceived lack of resources
Taking care of team welfare
Managing team workload and staying cool under pressure