How can you help your organization maintain its competitive edge? Provide guidance, support, and leadership to employees. As a leader, your decisions can do one of two things for your customers and employees – make service delivery easy or make it difficult and challenging. Your role in the customer satisfaction equation is vital to your organization’s success. Without you, service delivery becomes similar to trying to navigate a mine field. One missed step by employees can cause everything to fall apart.

This workshop is for leaders who want to create an organizational culture that exemplifies excellence. The interactive approach gives managers the tools they need to develop and motivate employees to deliver excellence; the workshop also provides guidance on supporting and rewarding employees.

• Develop and articulate a service vision
• Anticipate customers’ needs and expectations and plan accordingly
• Develop measurable performance standards for delivering services
• Build employees’ capacity to deliver service
• Coach employees and provide feedback
• Empower employees to make decisions
• Build teams and strengthen collaboration
• Design customer focused processes
• Measure service outcomes
• Create a customer service improvement plan