Leading Customer Excellence

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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.


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


• 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