• Identify ways to establish links between excellence in customer service and your business practices and policies
• Develop the skills and practices that are essential elements of a customer service-focused manager
• Recognize what employees are looking for to be truly engaged
• Recognize who the customers are and what they are looking for
•  Develop strategies for creating engaged employees and satisfied customers in whatever business units you manage.

Managing Customer Service – Module 1
Getting Started

• Course Overview
• Workshop Objectives

Managing Customer Service – Module 2
Six Critical Elements

• Element 1: Customer Service Focus
• Element 2: Defined in Your Organization
• Element 3: Given Life by the Employees
• Element 4: Problem Solving
• Element 5: Measure It
• Element 6: Reinforce It

Managing Customer Service -Module 3
Understanding Leadership

• About Leadership
• Understanding Your Comfort Zone
• Managing Performance
• Servant Leadership
• Onboarding and Orientation

Managing Customer Service – Module 4
Five Practices of Leadership

• Challenging, Inspiring, and Enabling
• Modelling and Heart
• Practices in Practice

Managing Customer Service – Module 5
Wrapping it up

• Workshop Wrap-up

• To learn about managing leadership and performance
• To understand the five practices of leadership
• To understand the six critical elements of customer service

• You want people in your organizations to stay customer focused
• You need to redefine strategies for customer service

• Service being a philosophy – not a department, a program or a policy
• All members of a company understanding the concepts of providing service
• Employees of a company understanding that they are all responsible for contributing to a reputation of excellence in customer service

Participants: 15 – 30
Duration: 1 day
Course Fee: Level 6* , per person
Includes: Manual, Certificate of Completion

* hover over the level link to see the actual price summary