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This training deals
with the importance of customer service, describes how to lead a
service-oriented organization, and exposes attendees to many of the same
philosophies and techniques provided in training to front-line staff.
The goal is to create
training that will provide leaders with the skills and knowledge to be
responsive and effective in addressing customer needs, help leaders
understand the impact of those interactions and relationships to
organizational success, and equip leaders with the ability to
effectively address customer issues and complaints.
Through CSS’ highly customized Service Leadership Training
Program, participants receive:
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An understanding of the specific
business opportunity resulting from improved customer service,
responsiveness, and alignment of actions toward a common vision.
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Guidance on the
role of the leader in making or breaking the customer focus as
illustrated through CSS’ 35 Service Leadership behaviors.
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An overall understanding of the keys to
customer satisfaction – in other words, what is outstanding customer
service?
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Data that shows the impact of customer
satisfaction on the business and information on why learning solid
service techniques is important to the individual.
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Exposure to key concepts/techniques
where staff-level personnel have been trained including:
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Interaction techniques that promote
handling a request or inquiry right the first time, utilizing CSS’
5-step request handling technique.
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A detailed list of key phrases to adopt
and others to avoid.
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Techniques to use to diffuse the
upset/complaining/angry customer and move toward issue resolution.
The successful
implementation of the principles, tools, and techniques should result
in:
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A better understanding of how to
create/sustain a culture change, moving everyone toward the same
vision.
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More consistently high levels of service
across the organization.
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Higher levels of perceived
responsiveness and improved customer satisfaction.
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Improved reputation for providing
excellent service in a customer-friendly manner.
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Reduced customer complaints and
conflicts.
Leaders will be more
comfortable and confident in how to lead an organization toward Service
Excellence.
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