Workshop Description:

Customer service is the foundation on which success and profitability can be built. Nowadays most organizations try to give better service than their competitors, by empower their employees at the customer interface to improve processes, procedures and tasks

This 5-day workshop covers the techniques and tools necessary to change the organization’s culture to be more “customer-focused” organization, and help the participant to develop “customer driven” attitudes and behaviors in customer service

Workshop Goal:

To enhance the participant’s knowledge, Abilities and Skills necessary to lead his team to service excellence and position his department for continuous success

Workshop Objectives:

By the end of the workshop the participant will be able to:

1. Understand Costs of satisfaction vs. unsatisfaction
2. Lead Change as a tool for leading teamwork and motivating customers
3. Create Supportive, less stressed work environment
4. Customer-oriented leadership

Workshop Outline

1. What is Quality Customer service
2. Developing targets and processes
3. Allocating priorities
4. Costs of Customer Satisfaction vs. Dissatisfaction
5. Change as a Tool for Leading Teamwork and Motivating Customers
6. Supportive, Less Stressed Work Environment
7. Customer-Oriented Leadership

Who Can Benefit?

Supervisors and managers who lead a customer service team