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Customer Service Excellence for Leaders

presented by SkillPath Seminars
View the SkillPath Seminars Profile and Course Listings

Summary

This LIVE, virtual training provides the tactics, skills and processes you need to build a great customer service culture and create an outstanding customer experience for everyone.

Workshop Description/Agenda

Phenomenal customer service is not just a differentiator in the marketplace... it’s the expectation of every customer. As an advocate for both the customer and your employees, it’s important that you fully understand and embrace this "new normal" of customer expectations. Customer Service Excellence for Leaders delivers LIVE, virtual training that provides the tactics, skills and processes you need to build a great customer service culture and create an outstanding customer experience for everyone.

What You Will Learn

  • Invest in the customer experience to build relationships and increase satisfaction for external customers and your employees
  • Understand the big picture — how customer experience, engagement and service tie into organizational objectives and brand
  • Lead a thriving customer service culture by practicing servant leadership and treating employees as external customers
  • Know how to create an organizational culture of continuous improvement

Workshop Agenda

Program time: 3 hours

Session 1: Considering Customer Experience in Customer Service

Learn how the customer’s experience can be included in the organization’s customer service delivery.

  • Explain the value that customer service provides in retaining customers and improving the customer experience
  • Calculate actual lifetime customer value and know how it affects the bottom line
  • Understand the ways poor customer service causes indirect damage to your brand
  • Identify when and where customer engagement occurs within the organization and how it relates to what the customers experience
  • Ensure that broader organizational goals are reflected in how customer service and engagement are conducted

Session 2: Leading a Customer Service Culture

Leading a team within an organization centered on the customer’s expectations requires an alignment of team goals and mission to the needs of the customer service culture.

  • Discuss how clearly defining values, the mission and leader accountability contribute to a culture of customer service excellence within the organization
  • Identify the characteristics of a customer service culture and recognize features your team and organization may be lacking
  • Develop a long-term plan for sustaining the organizational commitment to a customer service culture
  • Learn how to empower employees and grow enthusiastic, successful and loyal teams
  • Explain why servant leadership is key to a thriving customer service culture

Session 3: Methods for Leading Customer Service Continuous Improvement

Great leaders can use various continuous improvement methods to improve both internal and external customer service. 

  • Discuss how to use training and indicators to improve internal customer satisfaction and deliver continuous improvement
  • Describe how to analyze the customer and create customer-focused organizational changes
  • Write a plan for delivering continuous improvement in the organization by monitoring internal and external satisfaction indicators
  • Identify when training or operational change is necessary to improve external customer satisfaction

Who Should Attend

Customer Service team leaders

Additional Information

Training Provider: SkillPath Seminars

Course Topics: Customer Service Training > Customer Service Fundamentals

Training Course Summary: This LIVE, virtual training provides the tactics, skills and processes you need to build a great customer service culture and create an outstanding customer experience for everyone.