Description

What Will Students Learn?

• How to identify ways to establish links between excellence in customer service and your business practices and policies.
• How to develop the skills and practices that are essential elements of a customer service-focused manager.
• How to recognize what employees are looking for to be truly engaged.
• How to recognize who the customers are and what they are looking for.
• How to develop strategies for creating engaged employees and satisfied customers in whatever business units you manage.

What Topics are Covered?

• The six critical elements of customer service :

• A customer service focus
• Procedures
• Culture
• Problem-solving
• Measurement
• Reinforcement
• Understanding leadership
• The five practices of leadership