Course Overview

Whether it’s good, bad, or ugly, customer service starts at the top. If the leadership team values quality,the organization usually values quality. If the people at the top take shortcuts, a short-term view seeps intothe company’s DNA. It’s that simple. Strong leaders are an essential element in the customer serviceequation. This half-day program examines steps exceptional leaders take to build a strong culture anddrive a team toward first-class service.

Course Objective

At this program’s conclusion, participants should be able to:

• Explain the importance of mission, vision, values and how to keep those ideas front and center.
• Describe best practices in customer service recruiting and how hiring right is a central step in building a strong service team.
• Outline the training options available to organizations and how often training should occur if service is to stay strong and consistent.
• Discuss steps superior service organizations take to empower and engage their staff.
• Articulate the value of storytelling and stories to build a strong service culture.
• Describe a management team’s role in the customer service process.
• Discuss how transparency has a direct correlation to customer trust.

Who Should Attend??

• Customer Service Managers and Supervisors
• Customer Service Representatives
• Managers who want customer service training to reinforce their skills and train their staff.