This program looks at the impact of customer service on the bottom-line and how it fits with an organization’s overall strategy. It provides the rationale for leaders to invest time, energy and resources in achieving customer service excellence and participants will learn how customer service is the foundation of sustainable competitive advantage. The module links client service to shareholder value, branding and culture and sets it within the context of marketing in its widest sense.
The course also emphasizes the role leaders and managers have in translating client orientation strategy into practical action through processes, scorecards and people leadership.
This workshop will utilize Transfer of Learning Methodologies to ensure that all skills learned in the workshop are implemented in the workplace. This entails action-learning and experiential activities using a range of interactive and experiential exercises, debates, case studies, games and visual images/video, through which participants will apply and practice workshop concepts in a safe environment to guarantee successful transfer of knowledge to the workplace