Leading Service

Duration

 

Two days + one day follow up.

 

Designed For

 

Leaders responsible for teams who provide service to internal and / or external customers.​​
 
Leaders wishing to further improve their customer’s experience and service received.​​
 
Appropriate for service leaders of all levels.​​
 
All leaders who require customer service training.
 

Programme Overview​

 
This valuable customer service training programme provides a comprehensive approach to developing a culture of “Service Excellence” within a department or an entire organisation. It explains how to develop motivated, loyal, customer-oriented employees who will delight their customers.
 
It shows service leaders how to introduce Service Behaviours and how to performance manage against them. Additionally, feedback collated from customers and employees is analysed during the program, providing rich data that enables decisions to be taken about service improvement opportunities.
 
Both a personal development programme and a methodology for service improvement (and ultimately business development), this comprehensive programme will be tailored to the operation and needs of your organisation. The program has four stages: (1) Analysis (2) Leadership workshop (3) Implementation of Service Plan and behavioural changes (4) Follow up and strengthening. ​
 

Areas Addressed​

 
Pre-program preparation: Assessment of (internal and / or external) customer satisfaction.​
 
Assessment of employee satisfaction. We can use your existing data, if available and current, or will professionally conduct the analysis.​​
 
The Service Profit Chain – comprehensive exploration of the link between leadership and great service.​​
 
Analysis of customer and employee satisfaction data.​​
 
Feedback for each participant in respect of their Service Leadership behaviour.​​
 
Development of “Service Leadership” skills and techniques and a Service Plan.​​
 
How to introduce and performance manage the Service Behaviours.​
 

 

To Book Or For More Information​

Please call us at 6232 2722 or email​​​.

 

Our Programmes Include

Engaging, interactive delivery style.​
​Comprehensive, high quality workbooks.
Content adjusted to meet your requirements.​​
Your company logo added to our materials.​​
Choice of experienced trainers.​​
We invoice per programme, not per pax.

 

Leading Service