Management / Public Relations Customer Services Hospitality

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Leadership Training for Customer Service Leads, Supervisors, and Managers

MR148

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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.

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

MVV: Defining What Matters

Higher Hiring and Retaining Talent: Leveraging People Power

Train and Retrain: Reinforcing Processes and Standards

The E-Square Advantage: Empower and Engage

The Voice of the Customer: Collecting and Communicating Stories

Managing Service: Putting Strong Frameworks in Place

See-Through Service: Total Transparency

  • Presentation & Slides
  • Audio Visual Aids
  • Interactive Discussion
  • Participatory Exercise
  • Action Learning
  • Class Activities
  • Case Studies
  • Workshops
  • Simulation

Terms & Conditions

ACTrain reserves the right to alter the Course Schedule without Prior Notification, Fees Quoted are Subject to Terms & Conditions Outlined in ACTrain's Registration Policy

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