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
- Two Days
Course Outline
- Two Levels of Customer Service
- Personal Level
- Corporate/Cultural Level
- A system for Giving Employees Influence
Authority
- Definition/Benefits
- Two Types of Authority
- How to Give Authority
- Establishing Customers’ Trust in Employees
- The Tier Method
Motivation
- Starting with Self
- "Running Scared"
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