Personal Leadership in Customer Service

Course Description

OVERVIEW Whether you provide a product, service or experience, the value of excellent customer service and the need for stronger connection with customers cannot be underestimated, especially in the ‘new norm’ of the current pandemic. Although, organisations are deeply focussed on cash containment and preservation, it is also exactly the right time to learn and build new personal leadership capability, to re-imagine and re-develop your customer experience. In this period of massive change, all professionals, including staff on the ‘shop-floor’, will need to pause, and absorb new perspectives. AIM To increase self-awareness and build essential personal leadership skills in delivering excellent customer service in a rapidly changing world. BENEFITS You will gain a globally recognised certificate, membership of the Institute of Leadership and Management (ILM). Delegates will be able to use the post-nominal letters - Associate Member of ILM (AMInstLM). Delegates will perform the globally acclaimed MBTI personal effectiveness development assessment, which will provide insight into your personality in influencing others, a detailed report and 1-hour coaching feedback by a certified practitioner. The skills learnt will increase your confidence, to help you build better relationships with customers. OBJECTIVES To explore:- - customer service leadership in the current and post pandemic context - principles of customer service, key transferable and leadership skills - key components of customer service excellence frameworks - Interrelationships of customer loyalty, satisfaction, profitability and growth - approaches in dealing with difficult customers and handling complaints - effective leadership, communication and interpersonal skills - being in the customer’s shoes for continuous improvement OUTCOMES - By the end of the programme, participants are expected to be able to:- - enhance their leadership skills for delivering customer service through effective listening and questioning, managing expectations, handling difficult conversations and applying assertiveness. - Increase their leadership competency in dealing with difficult customers - recognise and build partnerships in the delivery of customer service - adapt a customer service excellence framework for impact - develop an action plan with confidence for improving leadership in customer service Date: 15th July 2021 Discount: 10% early bird & for group