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Leading Customer Excellence
Leading Service Excellence
This is a half-day program designed to give leaders the tools they need to model and support application of Customer Service Excellence.
Objectives:
After completing this session, you will be able to:
• Articulate the strategic importance of service excellence to your employees
• Build a plan to support your team’s implementation of “Service Excellence”
• Describe how you will role model service excellence to your team
• Provide coaching support to your employees
• Provide performance feedback to your employees
Module 1
Introduction
• The Human Side and Barry Davis
• Objectives and Modules
• Highlights and Actions
• Your Role as a Service Leader
• Role Modelling as a Leader of Service Excellence
Module 2
Communicating “The Why”
• Using Strategic Objectives to Focus Service
Module 3
Supporting Learning For Sustainable Results
• Process for Sustained Training Results
• Leveraging Learning Events
Module 4
Leading Learning Application On The Job
• Set Clear Expectations
• Coach for Support and Development
• Give Performance Feedback
• Communicate and Coach on the Job
• Acknowledge Others