Customer Support and Technical Support departments are often the sole connection between the organization and the customer. Managers in these departments are often under the gun to maintain both customer loyalty and good working relations with departments that support their effort. Amid all this they must balance the needs, efficiencies, competencies, and productivity of their own people. Successful leaders recognize that it takes more than good support processes and leading-edge technology to accomplish all this. No matter how good the business plan or how sound the strategic goals, a lack of leadership awareness and best practices in management will inevitably result in failure. The challenges faced by customer-support managers are unique and varied. In addition to keeping up with the daily demands, managers are expected to be accomplished jugglers, creative problem solvers, critical decision makers, and competent coaches. Real-world leadership and management skills are essential for meeting these challenges, and for realizing long-term goals. Effective manager-leaders recognize that in order to succeed they must nurture their most important resource�their people.  Leadership skills play a key role in selecting the right people, placing them in the right positions, inspiring them to move in the right direction, and motivating them to succeed. This seminar explores how to do all this in a customer-support organization, and how to stop managing people and start leading them.

In this two-day seminary you will learn what is essential to leadership and management in a customer-support organization. Learn to manage customer service, and engender customer loyalty; Build effective, high-performance teams; Lead with assertiveness and confidence; Coach your people toward peak productivity; Manage integrated processes effectively, and determine the appropriate selection and use of technology for your environment. This is a highly interactive course that is designed to absolutely transform the way you think, act, live, work, and speak as a leader. It will provide the knowledge and skills-building foundations necessary to successfully lead the strategic and tactical aspects of your customer-support operation, while fostering invaluable networking opportunities and the chance to learn from the successes and failures of your peers. Upon completion of the course, you will be prepared to lead a high-performance customer-support operation with confidence.

Managers and supervisors in the customer- and technical-support industry who desire to discover and unleash their own leadership and management potential.

• Create a dynamic customer-service culture in your organization
• Build a winning support team
• Find and retain the right people to help drive your operations
• Set a leadership climate that is tailor-made for maximum productivity
• Handle customer-service challenges like a pro
• Assimilate the attributes and qualities every successful manager/leader must have
• Understand your own leadership style, including its strengths and weaknesses
• Set goals and make plans that get results
• Assert yourself with complete confidence and lead in any situation
• Get beyond personality differences and understand what makes your team tick
• Improve communication with your team and inspire them toward excellence
• Coach your team in a way that motivates them to succeed
• Deal effectively with performance and behavioral issue for the good of the individual and the team
• Develop your team�s professional and personal competencies and reduce their stress
• Lead your team dynamically and effectively in any situation