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Creating Cultures of Excellence in Customer Service

Program Description:

This is a leadership development program designed for the manager or supervisor with a strategy of increasing team or group effectiveness through customer service. This program will explore the 5 Principles of Customer Service leadership:

Expectations (manage them well) Empower (define extraordinary service and step aside) Engage (employees at every level of performance) Energize (through motivation and commitment) Evaluate (through the magnifying lens of feedback and coaching)

Participants will explore how these 5 principles of customer service will assist managers as they define their customer and customer expectations strategies. Through exercises and an understanding of likely behaviors, customer service teams will better comprehend how their behavior impacts customer’s buying patterns and behaviors.

Learning objectives:

Set and manage employee expectations Understand and use influence and persuasion Increase awareness of the principles of motivation and commitment

Date: TBA
Hours: TBA
Location: The Entrepreneur’s Center
714 Monument Avenue
Dayton, OH 45402
(937) 281-0098
Who should attend?: Managers, supervisors, team leaders wanting to create
cultures of excellence
Note: Soft drinks, coffee, juices and snacks provided
For more information:
937-866-7511 or
[email protected]