Training Course Syllabus:
Leading Extraordinary Customer Service
- Available for Onsite Presentation ONLY.
To compete successfully in today’s
challenging business climate—and survive in the long term—organizations need to
create customer loyalty by providing remarkable and outstanding service.
But that level of service doesn’t just happen; it’s
the result of effective customer service leadership. This seminar is designed to
show managers and supervisors how to demonstrate exemplary customer service
leadership and manage world-class service delivery in their organizations.
Developed in conjunction with Dr. Chip Bell,
best-selling AMACOM author of the newly revised Managing Knock Your Socks Off
Service, this hands-on seminar guides participants through proven approaches
for excellent customer service leadership and practical tools as well as tips
and techniques they can use to have a real impact on their organization’s bottom
line.
Your Staff Will Discover How
To: - Apply the rules of good customer service leadership to achieve a competitive edge for your business
- Align employees, systems and customers
- Surpass your customers’ needs and expectations
- Attract and retain people committed to service excellence
- Create and sustain customer loyalty through customer service leadership
Topics Covered: -
Relating service quality to business objectives
- Case studies in excellent customer service leadership
- Techniques for listening to your customer and gaining a better understanding of their needs
- A guide for developing a compelling service vision
- Managing your service delivery systems
- Why service recovery is important and the elements of elegant recovery
- Key concepts for solving the people puzzle including principles for picking strong service employees
- How to mentor others by demonstrating excellent customer service leadership
- Keeping your employees at the top of their game by recognizing, rewarding and celebrating success
- The service managers’ function as a role model, trust builder and story teller
- Crafting the service standards needed to ensure consistency
- Making your own plan of action for customer service leadership
Who Should Attend
First and second level managers, front-line
supervisors, department, team and task-force leaders, HR managers and all those
who are responsible for customer service leadership and want to improve the
quality of service their organization provides to external and internal
customers. | 
American Management Association Seminars