| | Ideal Attendees - Executives
- Managers
- Team Leaders
Course Objectives - Understand two levels of customer service.
- Create a system of influence for employees.
- Systematically give authority to employees.
- Develop customers’ trust in employees.
- Discover concrete methods of motivating self and employees to strive for excellence.
- Encourage better internal customer service.
- Improve communications with employees.
- Become dedicated to leading through performance.
Course Length | | Course Outline - Two Levels of Customer Service
- Personal Level
- Corporate/Cultural Level
- A system for Giving Employees Influence
- Authority
- Definition/Benefits
- How to Give Authority
- Establishing Customers’ Trust in Employees
- Motivation
- Starting with Self
- Mission Statement
- Working with a Company, Department, Personal statement
- Using Measurement & Reward
- Combining "Moving Away" and "Moving Towards" Motivators
- Reminding Employees and Self
- Incorporating Visual Aids
- Making the Most of Meetings and Conversations
- Communication Skills
- Praise in Public
- Liked Best/Next Time
- Napoleon Method
- Perception Checking
- Tracking Accomplishments
- Internal Customer Service
- Facilitating Interdepartmental Cooperation
- Leadership
- Being the Exemplar
- Self Assessment
- Suggested Reading/Web Sites
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