Supervise people effectively
Understand principles of leadership
Lead a team effectively
Motivate people for performance
Communicate effectively with customers and staff
Develop and maintain effective workplace relationships
Meet customer needs
Manage stress at work
Know how to exceed customer expectations
Know how to collect and analyze customer feedback
Know how to identify and meet customer needs
Resolve customer complaints effectively
Cope with difficult customers
Deal effectively with angry customers
Plan and manage service recovery
Overcome communication barriers
Apply a range of interpersonal communication skills for successful customer engagement
Apply persuasion techniques effectively
Apply effective questioning techniques with customers
Apply Active listening technqiues
Define service standards for the team
Review service quality effectively
Develop measures of service quality
Design and use simple customer satisfactions assessment tools
Know how to interpret and apply customer legal rights
Guide the team on meeting service standards
Understand how to use and apply Service Level Agreements
Identify strategies to improve service quality
Review and adapt service quality models to improve quality in own organization
