Customer-Focused Leadership
This
Program Incorporates 10 Proven Best Practices In Customer-Focused
Leadership Which Enable Managers To Strengthen Customer Focus, Improve
Employee Service Performance And Improve Profitability.
Service is a Leadership Issue
Customer-Focused Leadership provides you with proven fundamentals for
developing and improving service quality. This
program provides a way of thinking, a mind-set that can
empower people to go beyond satisfaction. If you are serious
about making Service Quality a competitive advantage in your
organization, this program is a must.
While parts of the program will help anyone who works in an
organization where service quality is important, it is
specifically designed for Executive, Directors, Managers,
Supervisors and Team Leaders who are
responsible for creating a customer-focused service
environment.
To
obtain a printable copy of this overview,
click here.
Upon completion of this
program participants will:
-
The nature of service
as a competitive advantage
-
The importance of
creating positive stories
-
The importance of
quick and proactive recovery
-
The importance of
continuous improvement and being unique
-
Listening to the
voice of the customer, how to get it, and what to do
with it
-
Leading with a
customer focus: Inverting the Organizational Pyramid
-
“Coffee Stains” and
“Moments of Truth”
-
The power of walking
what you talk
-
The process of
getting to the source by asking, “Why, why, why...”
-
Develop an Action Plan
for implementation after the program
Topics include:
-
Laying the Foundation
-
Commit to Service Excellence
-
Be Pro-Active in Recovery
-
Enhance and Align the System
-
Listen to the Voice of the
Customer
-
Lead with a Customer Focus-
Define Service Boundaries
-
Provide Autonomy
-
Measure What’s Important
-
Accountability for All
-
Recognize and Reward
-
Action Planning
This 2-day program includes an effective balance of lecture,
individual and group activities and exercises. Participants
complete a Personal Action Plan for implementation after the
program. A popular option also available is our Customer
Focused Leadership online assessment survey which
participants can complete prior to the program so that what
is delivered targets specific learning needs. We will be
pleased to discuss this option with you. Please ask us about
our Customer Focus Companion Activity Guide or read on.
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Customer-Focused
Leadership Companion
This
Activity Guide is an invaluable tool to assist managers who complete
this training implement what they learn in a highly structured,
organized and effective manner.
The Customer Focus
Companion contains
It also includes
14
Customer Focus team meeting activity guides with explicit
instructions on how to conduct each meeting.
It also includes a Critical Actions Checklist and Planner to keep
managers organized.
AND
Examples and
explanations of Six different
problem-solving tools and techniques to help you resolve
a wide variety of complex service problems.
AND
Some
checklists to keep service
improvement teams
organized.
Plus
Included in the team
problem-solving module is a complete yet, simple and highly
effective Model for Customer-Focus team problem-solving.
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