COURSE OVERVIEW

Modern service managers have demands placed upon them daily from customers, employees, their superiors and shareholders. Never has this been truer than the times we operate in today.

This interactive and practical course teaches participants the principles of how to drive customer loyalty by adding value through customer experiences, how to understand their customers better and use the power of a common vision and values to engage employees and drive a customer focused culture.

It also provides them with practical tools they can use immediately in their role to improve the management of service in their organization.

This course provides the participants with a unique learning opportunity that enable them to understand what is needed to become a “Service Leaders” who has the ability to design, strategize, implement, measure and evaluate service initiatives.

In addition, the Service Leadership program is designed to help “Service Leaders” to develop the required essential skills in order to lead, manage and motivate their service team effectively

During the course the participants will acquire new methods in implementing a service culture improvement across their departments, organization and with their customers

Participants are first shown why understanding change in the service mindset is crucial to the organization, then they candidly discuss their organizations’ strengths and weaknesses, and learn the service-related characteristics of effective and ineffective teams

Participants will practice using simulations, case studies and discussion of real-life situations prepared precisely for the service leadership topic.

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