New and aspiring leaders and managers or supervisors looking to sharpen their leader skills and gain more understanding of on how to lead efficiently.
This training is designed by experts to boost leadership skills. It has been trained and updated since 2010.
Take full advantage of the combination of this live training and the eTraining access offered afterward. An exclusive offer in the Kenyan market.
Do not just wait to gain experience through time and hardship. This training will allow you to boost your leadership skills NOW and gain a life time experience in just few days.
The need for leading, promoting, and enhancing a customer-focused culture is essential within every organization. This one-day training will provide participants with opportunities to explore the responsibilities within their role as a leader (supervisor or manager) in a customer service environment.
As participants discuss the various skills and techniques, they will draw from their own personal and varied experiences to share elements of reward and challenge.
Like all business values, a customer service focus must be demonstrated from the top down. This course will also share several leadership models that you can use to successfully lead a customer service team.
The six critical elements of customer service.
Paul Hersey and Ken Blanchard’s Situational Leadership II® model, servant leadership, and The five practices in James Kouzes and Barry Posner's “The Leadership Challenge.”
Identify ways to establish links between excellence in customer service and your business practices and policies.
Develop the skills and practices that are essential elements of a customer service-focused manager.
Recognize who the customers are and what they are looking for.
Develop strategies for creating engaged employees and satisfied customers in whatever business units you manage.
The six critical elements of customer service
Understanding leadership
Managing performance
Onboarding and orientation
Five practices of leadership
In this 1 day training, participant will have the chance to engage with a professional qualified trainer and coach and participate in numerous exercises and live quizzes to acquire the skills, theories, methods in this training.
1 day. On Demand
What’s Included:
Related Training:
Course Overview
The first part of the day is about 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 six critical elements of customer service
The morning of the course will be spent exploring the six critical elements of customer service:
o A customer service focus
o Defined in your organization
o Given life by the employees
o Problem solving
o Measure it
o Reinforce it
Understanding Leadership
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.
Five Practices of Leadership
This session explores the five leadership practices developed by James Kouzes and Barry Posner in The Leadership Challenge.
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