The need to lead, model, and promote the organizational values within a customer service environment is essential for business success. This one-day workshop will provide participants with opportunities to explore their responsibilities within their role as a leader (supervisor or manager) in a customer service environment.
You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.
The morning of the course will be spent exploring the six critical elements of customer service:
Next, participants will explore what leadership is all about. Paul Hersey and Ken Blanchard’s Situational Leadership II® model will be discussed, as well as Robert Greenleaf’s concept of servant leadership. Techniques for managing performance and conducting onboarding and orientation will also be discussed.
This session explores the five leadership practices developed by James Kouzes and Barry Posner in The Leadership Challenge.
At the end of the course, students will have an opportunity to ask questions and fill out an action plan.