Service Leadership

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The aim of this workshop is to equip you with the skills and confidence to successfully lead and motivate a customer service team.

Who should attend?

Managers, supervisors and team leaders responsible for leading in a customer service environment

Benefits:

By the end of the workshop you will be able to:

• Define the role of the manager in promoting excellent service
• Use customer feedback to set service standards with your team
• Describe your own leadership style and the steps you can take to encourage excellent service
• Provide on-going feedback to team members to encourage high performance
• Recognise the needs of the internal customer
• Develop an action plan to ensure that customer service is constantly improved

Course Overview:

• What is the role of the manager / team leader in promoting excellent service?
• Listening to customers
• Setting and monitoring service standards
• Leadership style in a service environment
• Feedback and motivation
• The importance of the internal customer
• Continuous improvement
• Action planning

Style of the Course:

The course is highly active and participative. During the workshop participants undertake activities, exercises and discussions to help them put what they learn into practice

Course Length:

One day Workshop 09.00 to 17.00 with an hour for lunch.

We can run this course for you in-company at favourable rates for 4 or more people. Please contact us on 01628 526535 or email us.