PDT-BusLM-47 - Leadership in Customer Service

Course Description

Leadership in Customer Service is a one-day workshop focused on developing the techniques and skills critical to creating an exceptional service-oriented work environment.

Participants will explore best practices for creating highly efficient service delivery teams and be introduced to leadership actions and behaviors that will lead to superior levels of customer service. Additional topics will include: understanding the core concepts of a high performing service rhythm; reviewing the element of the strategic approach to total service excellence model; and examining the “good, bad, and ugly” service experience stories.

The group will also examine profiles of great service delivery organizations in various industries, internal and external forces that are driving changes in service delivery operations, the service performance gap, and how organizational culture and team DNA factors influence service excellence.

This workshop is geared towards frontline service supervisors, operations managers, and team leads, but is applicable to anyone in a service-oriented environment.

Please note this workshop was formerly titled "Leadership in Service Excellence."

Applies Towards the Following Certificates

• Leadership & Management : Electives