Team Leadership in Customer Service

Course Description

OVERVIEW Building and maintaining your leadership skills in the delivery of excellent customer service has never been more relevant than now in the ‘new norm’ of the current pandemic. The role of leadership in customer service is focussed on patience, resilience, creating conditions that forge stronger customer relationships and looking after the needs of the team; critical to enabling everyone to connect better. This highly interactive and intensive 2-day accredited programme, delivered over two consecutive weeks, is focussed on team leadership and the creation of customer service success through the actions of the leader on the team, tasks and the individual. It will help increase both capability and behavioural skills among delegates, to lead customer service functions by developing their emotional intelligence. This will be invaluable in helping leaders to think, feel and make decisions with confidence; enabling and empowering them to respond effectively in challenging situations. BENEFITS You will gain a globally recognised certificate, membership of the Institute of Leadership and Management (ILM), and use of the post-nominal letters - Associate Member of ILM (AMInstLM). Delegates will conduct the globally acclaimed Emotional Intelligence (EQi 2.0) development tool assessment, which will provide a powerful insight into their leadership capability, complemented by a detailed report and coaching feedback from a certified practitioner. AIM To increase team leadership skills, knowledge and behaviours in customer service functions. OBJECTIVES To explore:- - customer service in the current and post-pandemic context - conditions for superior service through ‘customer agency’ - building better trust and transparency - leading, directing and reflection - ownership through service-minded individuals and team - customer services communication and interpersonal skills – next level - emotional intelligence: (EQi 2.0) diagnostic assessment report and coaching - action-centered leadership: quality, and continuous improvement OUTCOMES Participants are expected to be able to:- - improve teamwork and build better customer service - effectively manage team performance and delivery outcomes - exercise emotional intelligence to handle challenging situations - motivate and engage their team to excel in customer service - prepare a detailed personal development plan through self-reflection analysis Date: 1st & 8th July 2021 Discount: 10% early bird & for groups