Soft Skills and Behavioral training

Leading Service Excellence – Managers

2 days

About the Solution

What is a manager’s role when it comes to establishing service excellence for customers? How can you lead and motivate your team to provide customers with exceptional service tirelessly day after day?

There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.Sam Walton

A customer service manager has to ensure that customers are served well enough to bring them back to you repeatedly. Your responsibility is to involve your team and comprehend the service strategy of the organization and look for innovative ways to drive customer service through them, leading to an enhanced customer experiences.

Leading Service Excellence – Managers is a 2-day workshop that helps managerial level service professionals to develop the right skills to deliver an unmatched service experience through their team.

How will it help you?

This program is designed to equip service managers with the right skills and tools to manage and lead a service team effectively. This workshop will help you:

  • Highlight the importance of and need for a customer centric mindset to your team, in line with the organisation’s service strategy.
  • Define outstanding customer service through service standards and team goals.
  • Identify innovative ways to meet the customers’ needs.
  • Pre-empt obstacles that can cause service failures.
  • Develop essential skills to coach your team to deal with a variety of situations and customer interactions.
  • Respond to situations and complaints requiring escalation with the right approach and emotions.
  • Develop strategies to keep employees motivated and customers satisfied.