Leading Customer Experience

West Yorkshire & Harrogate Excellence Centre
Delivery Method: Face-to-face

Contemporary leaders gain the commitment of others and develop and deploy the talents of their teams to ensure the maximum value is delivered to customer’s care This workshop has been designed on a practical model of what effective leaders do to be clear about the results they need to achieve, the working environment they want to create and the relationships they need to build and sustain; supporting them to:

  • Add the greatest value to their customers and teams
  • Develop the talents and skills of their employees
  • Align others in support of their goals
  • Create high morale and team spirit focused on the needs of customers
  • Achieve results through powerful questions and compelling communication

Who Will Benefit?

This workshop is designed for people resonsible for achieving customer outcomes working with and through others

Course Outline

  • · Defining customer care
  • · Creating positive personal projection
  • · When to control and when to empower
  • · Handling tough situations with confidence
  • · Coaching others for sustained development and improvement
  • · Appraising performance
  • · Setting objectives
  • · Providing constructive feedback
  • · Managing your team’s time around the key objectives
  • · Balancing efficiency and effective working
  • · Managing change and resistance
  • · How to keep the team focused on results
  • · Understanding what motivates and influences behaviour
  • · Challenging your teams attitudes towards ‘how it should be done’
  • · Evaluation as a means to constant development
  • · Problem solving to meet customer needs
  • · Handling attitudes and behaviours of others that maybe hindering relationships
  • · Dealing effectively with annoyed customers and relatives
  • · Enabling others to stop blaming and start taking personal responsibility
  • · Action planning

Dates available on arrangement

West Yorkshire & Harrogate Excellence Centre can also create this course for you on arrangement at one of their locations.

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