Leaders, managers, and professionals responsible for leading customer service teams.

About Course

Course Duration: 1 week

Course Overview:

“Customer Service Leadership” is an immersive 5-day program designed for leaders and managers who want to cultivate a customer-centric culture within their teams. Participants will explore strategies for effective leadership in customer service, fostering a positive service culture, and implementing initiatives to drive exceptional customer experiences.

Assessment:

Participants will be assessed through case study analyses, group projects, workshop exercises, a final project presentation, and the development of an innovative customer service leadership plan.

Certification:

Upon successful completion, participants will receive a “Certificate in Customer Service Leadership,” recognizing their proficiency in leading and cultivating a customer-centric culture within their teams.

Day 1: The Role of Leadership in Customer Service
Defining Leadership in Customer Service
The Impact of Leadership on Customer Experience
Overview of Global Trends in Customer Service Leadership
Understanding the Connection Between Employee Engagement and Customer Satisfaction
Day 2: Building a Customer-Centric Leadership Style
Developing a Customer-Centric Leadership Mindset
Strategies for Building Trust and Rapport
Nurturing a Culture of Continuous Improvement
Role-Playing Exercises: Leadership in Customer Service Scenarios
Day 3: Effective Communication in Customer Service Leadership
Clear and Inspiring Communication Techniques
Leading by Example in Customer Interactions
Managing Customer Expectations Through Leadership
Workshop: Developing Effective Leadership Communication Skills
Day 4: Proactive Leadership for Exceptional Customer Experiences
Building a Proactive Customer Service Leadership Plan
Strategies for Turning Challenges into Opportunities
Implementing Customer-Focused Solutions Proactively
Workshop: Developing a Proactive Leadership Approach
Day 5: Continuous Improvement and Final Project
Implementing Continuous Improvement Practices in Customer Service Leadership
Metrics and Measurement for Success in Customer Service Leadership
Final Project: Developing and Presenting an Innovative Customer Service Leadership Plan

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