Service Leadership

It is commonly acknowledged that the quality of leadership in a service organisation influences the service orientation of its people.

Stairway offer specially designed service leadership programmes aimed at increasing the customer orientation of leaders in service organisations.  We use the principle of the service value chain (developed by Professor Schlesinger, Heskett and Sasser of Harvard Business School) to illustrate the pivotal role service leaders' play in creating value and growth for the organisation.

Based on Service-Profit Chain: Heskett, Sasser, Schlesinger

We work collaboratively with service leaders to design leadership interventions which enhance service leaders' skills, attitudes and behaviours.

Link to articles: 
Advice to a Call Centre Manager
Developing Growth through Customer Service
E-Service Recovery
Outsourcing your Services
Rewarding Service Success
Service Standards and Service Level Agreements
Twenty ways to Recognise and Reward Service Excellence
Using Emotional Intelligence to serve the customer