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