Service Leadership: Leading Excellence in Service Experience
About This Course
This 1 day course is designed for Service leaders including supervisors and managers responsible for leading Service teams and driving Service excellence. This course addresses the growing need for Service Leaders who can translate Service standards into daily practice, keep service teams motivated, and manage performance in the dynamic service environments.
Participants will get insights to critical service excellence drivers – that includes people motivation and deriving performance outcomes. You will learn to develop the requisite skills in people empowerment and leadership decision making, and the important competencies in leading service teams to focus on delivering customer centric outcomes through human connections and service professionalism.
Participants will learn how leadership behaviours directly influence team engagement, service quality, and customer trust. Through practical leadership frameworks, realistic simulations, and guided reflection, you will gain an understanding of how you can develop customer focused solutions that support both service team motivation and performance, as well as business objectives.
This course is highly relevant across service driven industries, supporting service leaders in elevating their performance impact, as well as providing service personnel with opportunities to build their career progression capabilities.
What You'll Learn
1. develop a practical service strategy that includes the service promise, service standards, and customer experience intent aligned to customer insights and business goals.
2. translate the service strategy into team practices and operating routines that drive consistent service quality across customer touchpoints.
3. enable team members to deliver the service strategy through capability development, empowerment, performance feedback, and accountability.
4. motivate service team in service delivery, recovery and conflict management that foster a strong service culture that enhances customer experiences.
5. commit to a workplace implementation plan with actions and measures to embed service standards and support service enablement with knowledge, tools, service guidelines.
Entry Requirements
- Basic Digital Literacy: Use email and browse the internet
- No prerequisite formal education level, skills and knowledge needed
- Laptop OR Mobile Phone OR Tablet is required for the course