| Developing Others for Stellar Customer Service (1/2 Day) |
| 01-09-ZM84 |
| As organizations adjust and adapt to evolving changes, there remains one constant: the undeniable power of stellar customer service. Customers, both internal and external, are more demanding and less loyal than in the past. The frontline service provider’s role is more demanding – and more important – than ever before. How leaders model, coach and reinforce stellar service is a key to frontline service provider’s performance success.
Performance Objectives: Upon completion of this course, participants should be able to:
- Identify three critical dimension of customer service: the human dimension, the business dimension, and the hidden dimension.
- Identify opportunities to develop the skills and capabilities of frontline service providers and to recognize the challenges.
- Demonstrate a set of key action steps for developing others.
- Identify behaviors that help foster a supportive coaching environment.
- Demonstrate a variety of communication techniques that will help frontline service providers acknowledge and respond appropriately to a customer’s human, business, and hidden needs.
Competencies covered in this class: Customer Focus
Intended Audience:New supervisors and managers. Experienced supervisors who wish to refresh their coaching skills.
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| Sorry there are no classes currently available for this course |
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