HR - Structuring and Managing Customer Experience Team In-House Training Course

Course overview

The times when an organization’s structure was built mainly around sales and authoritarian management are gone, and nowadays successful companies are focused on their employees and building great teams. Finding the right people for a company is a hard and challenging task, and this is especially true when HR is appointed to put together and build a successful Customer Experience team.

Building a great CX team requires the right attitude and skills along with professional confidence in all the particulars of modern CX challenges and the related qualifications and skills CX team members must possess. In this course, HR pros are equipped with the tools and knowledge that will enable the effective structuring and management of a Client Experience Team. The course covers both the essentials and advanced practices of HR Management regarding hiring the right employees, as well as retention and motivation tactics, with the target of building a winning CX team.

Attendees of this Atton Institute course master their HRM skills on the particulars of CX and associated personnel requirements. The Masterclass delivers professional expertise on:

• Challenges of Customer Experience Management and team building
• Setting the best HR standards for a client experience team
• Designing the perfect jobs and positions for CX team members
• Evaluating an existing team to find potential for improvements
• Developing an advanced program for motivation and greater results

Who Should Attend

• HR administrators
• HR assistants and interns
• HR specialists, HR generalists, and recruiters
• HR professionals with minimum or no work experience
• Operation Managers
• CX Managers
• Professionals who plan to work in the field of HR management
• Everyone who interested in the best HR management practices

What will you gain

Upon completion of this intense course, attendees will have a masterful understanding of the topic, including the following benefits:

• Know the essentials of HR management adapted to the modern business world
• Study how to make the right choice in the course of selection and recruiting
• Expand your potential and skills as an HR professional for career growth
• Evaluate your existing results and the best means to improve team performance
• Build an efficient plan for training new and existing CX team members
• Apply modern principles of employee performance management
• Increase earnings and efficiency via improved performance of your team
• Align the standards of your organization to the best global models
• Use the obtained HRM knowledge to boost your and team’s performance
• Identify opportunities for great improvements in your company
• Develop a detailed strategy for building an excellent Customer Experience Team

Course content

• Defining and Understanding the Right Substance of Customer Experience (CX)
  • What is customer experience and why is it of such importance
  • What’s in it for me and my organization?
  • Understanding your customers and their needs and expectations is a key to successful CX
  • Building right structure of Customer Experience dependently on type of your business
• Setting the Right Standards of HR Management for Customer Experience Team
  • Reviewing the typical department structure
  • Fundamentals of Performance Management
  • Avoiding the common mistakes in recruitment and management
• Particular Skills Essential in HR Management for Customer Experience Team
  • What is special about building the Customer Experience team
  • Reviewing the set of the most important skills and abilities for correct structure of CX team
  • Developing and implementing the best practices in your organization
• Execution of the Job Analysis & Design for Superior Customer Experience Team
  • Work flow analysis & organizational structure revision and analysis
  • Defining the right parameters and particulars for different team members
  • Designing the jobs and job descriptions and specifications
• Assessment of the Existing Team from the perspective of CX Management
  • Performance evaluation and review of a company Team at all its Levels
  • Analysis and applying the appropriate metrics & KPI
  • Finding best solutions and developing the applicable action plan
• Competent Selection of New Candidates - How to Select the Perfect Ones
  • Process of recruiting - standards for selection methods
  • Latest trends in the available sourcing channels
  • Interviews, application blanks, & references
  • Additional digital pre-evaluation tools and data which became available to HR
  • Selection of candidate based on the outlined job descriptions
  • Top tips for attracting qualified candidates
• Trainings and Professional Development of New and Existing Team Members
  • Identification of training requirements for different members of CX team
  • Selecting & evaluation of available training means and solutions
  • Internal vs external trainings and education and the perfect mixture of both
  • Rising role of education and trainings for Customer-Oriented business
• Embodying the Latest Methodologies in Administration & Performance Management
  • Role, importance and modern structure of administration
  • Cycle and main components of performance management
  • Setting up a competency based on a performance management system
  • Talent management and succession planning as the parts of well-structured system
  • Impact of performance management system on the whole organisation
• Employee Development & Retention – Let Your Employees Grow and They'll Stay
  • Career & development planning
  • Providing an appropriate mentoring, coaching and succession planning
  • Find out new approaches on measuring & monitoring job satisfaction
  • Developing and implementing the best practices for your organization
• Different types of Motivation and Creating Positive Morale
  • Compensation – it is not only about money but meeting the needs of your employees
  • What stands behind the salary – factors that happy employees must have access to
  • External and internal equity – all current challenges
  • Merit systems, incentive, organizational & group plans – different approaches for pay equity
• Common Difficulties and Challenges of HR and How to Manage Such Efficiently
  • Preventing and effective dealing with Internal conflicts if they have occurred
  • Negative attitude – causes, consequences and how to eliminate it shortly
  • Challenges of team spirit building
• Global present and future Aspects of international team building and management
  • Role of culture and best practices on managing international teams
  • Human capital & levels of global participation – how to develop and improve
  • The future of strategic management of HR