Customer Services Skills & Supervisory Skills Training
Management & Leadership · 5 Days · Public · Al-Khobraa certified · From USD 2,500
Overview
This empowering training course is especially designed for all those who have the potential and capabilities of expanding their leadership Supervisory skills. Bill Gates, the Founder of Microsoft has stated that, “As we look ahead into the next century, leaders will be those who empower others!” This training course is specifically prepared to empower selected individuals to develop these dynamic leadership skills. Team leaders and new managers, whatever their job title, if they are in charge of others then they will be helped greatly by this course.
Learning Objectives
Know what real supervision is, and its required strategies
Understand and practice basic supervisory skills
Comprehend the true essence of customer value and how to deliver it effectively.
Deeply understand customer expectations and anticipate their needs.
Design and implement processes that provide consistent, sustainable customer value.
Communicate clearly and persuasively across various channels with a unified message.
Develop compelling strategies to create and retain long-term customer value.
Define the difference between the supervisory and the operational roles
Explain what motivates you and describe ways to motivate others effectively
Use different techniques to communicate effectively with your Team
Who Should Attend
This training course is suitable to a wide range of professionals, but will greatly benefit:
First Level Supervisors
Managers
Team Leaders
Supervisors
Technical Staff
Team Supervisors
Field Service Representatives
Brand Managers
Public Relation Professionals
Frontline Customer Service Representatives (CSR)
Course Outline
Day 1 — Beyond Customer Service
The Pursuit of Value, what is it (really)? How do we create it?
Inside the Mind of the Customer – Truth and Lies
Inside the Mind of the Customer – The Irrational Purchaser
Forensic Questioning Skills
Day 2 — Managing Performance for Effective Results
Characteristics of Performance Management
Getting Productivity through People
The Importance of Strategic Goal Setting
How, When and to Whom to Delegate
Day 3 — Managing Performance Problems and People
What motivates me and others?
Understanding the 3 Major Types of Motivation
How to Manage Conflict
Working with Different Types of Personalities
Day 4 — Communicating Clearly, Confidently and Concisely
What is Communication, and the 3 major levels of Communication?
Understanding the Communication Cycle
The Significance of Non-Verbal Communication
How to Make an Effective Presentation
Day 5 — Building Proactive Leadership Empowerment
What is personal empowerment influence?
Developing Your Mind, Attitude, Appreciation and Character Influence
Building Trust and Believability: Walking Your Talk
Essential Qualities of a Top Supervisor
Accreditation
Al-Khobraa certified. On completion delegates receive an Al-Khobraa certificate of achievement.
What do Al-Khobraa management and leadership courses cover?
The portfolio covers KPIs and performance management, strategic planning and execution, Mini MBA programmes, supervisory and first-line management skills, change leadership, decision-making and problem-solving, and executive communication. Sessions are workshop-based, built around delegates’ own organisational challenges.
Who should attend a management and leadership course?
These courses suit team leaders and supervisors, department and functional managers, newly promoted managers moving from technical to leadership roles, senior specialists preparing for management, and executives responsible for strategy or organisational performance.
How long are management and leadership courses, and where are they held?
Most Al-Khobraa management and leadership courses run over 5 days. The exact duration, dates and city for this course are listed in the dates section on this page. Public sessions run across Saudi Arabia — Riyadh, Jeddah, Al-Khobar, Jubail and Yanbu — as well as regional and international venues, with live virtual classrooms available on request.
What certificate will I receive?
Delegates who complete the course receive an Al-Khobraa certificate of completion, issued by a Saudi-registered training provider. Al-Khobraa also delivers internationally accredited programmes; where a course carries an external awarding body such as PMI, CIPS, ILM or IOSH, that body is named on the course's own page.
Can management and leadership training be delivered in-house for our team?
Yes. Any Al-Khobraa management and leadership course can be delivered in-house at your own premises anywhere in Saudi Arabia or the GCC, with the content, dates and language of delivery tailored to your team. Al-Khobraa is an approved HRDF (Hadaf) provider, so eligible Saudi employers can seek training support. Contact us for a quotation.