Business Outcomes

Exceeding customers expectations is a key driver in building customer loyalty and brand advocates. Every Service Leader coach their team to be customer-centric and deliver the desired customer experience, that is aligned to the organisation’s service vision. Service leaders will become role models who will enthuse their teams to exceed and excel in service delivery which will translate to loyal customer base and increased revenue.

Learning Outcomes

• Understand the role of managers/supervisors in effecting the Desired Customer Experience

• Communicate and lead by example the expected customer service standards

• Cascade effectively and get buy-in of the Desired Customer Experience (We are One Team)

• Understand importance of emotions and differentiate between physical and emotional needs in the interaction with team and customers

• Encourage and motivate team to practice desired service behaviors and verbiages

• Manage and guide team to overcome service challenges

• Building a culture of service excellence-the importance of customer centricity and why customer experience matters

• Championing Desired Service Experience 

• Encourage and monitor the delivery of the desired service experience against the service standard checklist

• Align the team to their roles in the Service Value Chain  

• Coach and influence team with regular feedback applying the “BOFF” approach

• Recognise good performance and address performance issues

• Learn skills to enhance the management of difficult situations applying the ”CLEAR” Process