EXEQSERVE HR SOLUTIONS

“All politics is local” – From the book “Human Sigma” by John H. Fleming and Jim Asplund

This means that you cannot promise great service to your customers from the headquarters when the managers and supervisors of different departments are not up to it. If they care more about submission of reports, internal control and technical procedures than in making the customers happy, then your frontline team will miss out on opportunities to go the extra mile and actually make the customers happy. Why? Because more often than not customer service trainings are focused on front liners and if they are lucky, the frontline managers. Customer Service is not a department. It is a competency that everyone in the organization must have. There is a growing need to help managers and supervisors whether from the frontlines or support units to appreciate their customer service responsibilities and equip them with tools they can use to set-up, monitor and reinforce service expectations with their employees.

Our Solution

The Service Leadership Workshop equips frontline service and support unit managers, supervisors and team leaders with knowledge and tools aligning their team with the company’s desired service culture.

This course also comes with customer service, coaching and customer satisfaction appraisal templates in a CD that will help the participants put together their service strategies.

Target Participants

Managers and supervisors of frontline and support units who want to improve the way their staff serve their customers whether internal or external.

Objectives:

After the two-day course, the participants are expected to be able to:

• Describe their role as Service Leaders
• Align employee actions with the company’s Service Philosophies
• Establish and communicate customer-focused service standards
• Use coaching as a tool for improving service performance
• Describe ways to manage relationship with customers

Service Leadership

Course Content

• The Manager/Leader’s Service Role:
• Paradigm Shifting from technical to leadership role
• Modeling key behaviors of effective leadership
• Appreciating the role of Leaders in pursuing customer delight
• Aligning Employee Actions with the Company’s Service Philosophies:
• Workshop on identifying behaviors to align employees with company’s service philosophies
• Establishing and Communicating Customer-Focused Service Standards:
• Tools for understanding customer experience
• developing service standards that reinforce the desired experience
• Communicating service standards
• Avoiding boxed thinking as standards are set
• Coaching for Results:
• Appreciating the role of coaching in ensuring service oriented behaviors
• Coaching how-to’s
• The Leader/Manager as a Customer Service Provider
• Managing relationships with customers
• Ensuring customer happiness through feedback and action
• Organizing to serve the customer
• Managing service recovery when errors occur.