Leadership & Strategic

Training Course: Achieving Strategic Aims Through Leadership


Register Now
Quick Inquiry
Discount Group Download Brochure (36)

LS5027

31 Mar - 4 Apr 2025

Rome (Italy)

Cost : 5250 € Euro

Introduction

Achieving customer service excellence is not accomplished by accident, nor is it attained without effort and teamwork. It requires well–trained customer service professionals who have a passion for providing quality service. This dynamic, five-day course emphasizes the professional communication skills and actions that create the foundation for continuous improvement.

In today’s customer-oriented business environment, “people skills” are critical for career advancement and organisational effectiveness. The programme emphasis the importance of providing customer service excellence in a competitive environment, proven strategies for service recovery, and negotiation techniques for dealing with difficult customers in a professional manner.

  • Identify key components that promote customer retention and loyalty
  • Describe the practices of a world-class customer service provider and model their own performance on those practices
  • Utilize interpersonal skills as vital tools in the provision of customer service
  • Develop a customer-focused mindset for continuous improvement
  • Improved conflict resolution skills

Course Objectives of Achieving Strategic Aims Through Leadership

  • Establish the importance of setting and reviewing customer service standards
  • Develop an understanding of internal and external customer expectations
  • Communicate more effectively by utilizing active listening and questioning skills
  • Demonstrate how to deal with difficult customers effectively
  • Set SMART objectives and goals to increase daily productivity
  • Utilize stress management techniques to reduce tension

Course Methodology of Achieving Strategic Aims Through Leadership

This dynamic, 5-day seminar is highly interactive and encourages delegate participation through a combination of group discussion, videos, role-play exercises, case studies, and breakout sessions. This seminar will include benchmarking best practices to model world-class customer service excellence. The comprehensive course manual has been designed to be practical, easy to use, and facilitate learning. Delegates are provided a comfortable, enlightening learning experience that gives them the latest insights, techniques, and best practices to promote long-term customer satisfaction and loyalty.

Organizational Impact of Achieving Strategic Aims Through Leadership

  • A shared organizational customer service vision
  • A streamlined customer service feedback system
  • Improved Intra/ interdepartmental communication
  • A highly motivated and focused workforce
  • Increased competency and communication skills
  • Increased customer retention and revenue growth

Personal Impact of Achieving Strategic Aims Through Leadership

  • An increased appreciation for their role in helping their organization achieve customer service excellence
  • Up to date techniques and methods to help them provide world-class service
  • Enhanced leadership and communication skills required to excel in their career
  • Increased confidence in their abilities to work professionally with difficult or upset customers
  • The insight to adjust their own temperament style to become more versatile, adaptable and highly successful
  • Improved time management skills and increased productivity

Course Outlines of Achieving Strategic Aims Through Leadership

DAY 1

Setting the Standards for Customer Service Excellence

  • The benefits of providing excellent customer service
  • Breakout session: How to use customer service to promote customer loyalty
  • Case study: The best and worst customer service providers
  • The WOW Factor: Going the extra mile…and then some!
  • The importance of managing internal and external customer expectations
  • First impressions: What do your customers see and hear?
  • Understanding and working with the four customer styles
  • Practical exercise: What is your individual personality type?

DAY 2

Communicating the Customer Service Message

  • How well does your organization communicate the importance of customer service?
  • Understanding your customer’s nonverbal communication
  • Tips for building trust and rapport quickly…face-to-face or on the telephone
  • What is your preferred learning style?
  • Developing your active listening skills to enhance communications
  • Use questioning techniques to identify a customer’s expectations and service requirements
  • Telephone tips to promote a professional image
  • The dos and don’t of written communication

DAY 3

Service Recovery: Handling Complaints and Difficult Customers

  • The importance of customer complaints and why they should be encouraged
  • Six steps to service recovery
  • Case Study: Best Practices of Scandinavian Airlines and The Disney Corporation
  • Strategies to help calm upset customers
  • Managing emotions during stressful situations
  • Empower employees to get the job done
  • Breakout session: Step-by-step process for handling a customer complaint
  • Role-play exercise: Dealing with upset customers

DAY 4

Principles of Persuasion

  • Requesting feedback from customers and colleagues
  • The art of giving and receiving feedback
  • Case study: Best practices - Xerox’ Five Pillars of Customer-focused Strategy
  • Negotiating mutually beneficial outcomes
  • Words and tones to avoid
  • The RATER Model: Five dimensions of customer service excellence
  • Best practices for call handling, documentation and quality assurance
  • Measuring and monitoring customer satisfaction

DAY 5

Getting the Right Customer Service Attitude

  • The importance of attitude and teamwork
  • Focusing on continuous improvement
  • Stress management tips to increase productivity
  • Practical exercise: What are your biggest “timewasters” that block productivity?
  • The customer service mission and vision
  • Setting personal and professional goals
  • Practical exercise: What is your Action Plan?
  • End of course review and delegate feedback

Leadership & Strategic

Training Course: Achieving Strategic Aims Through Leadership


Register Now
Quick Inquiry
Discount Group Download Brochure (36)

LS5027

31 Mar - 4 Apr 2025

Rome (Italy) -

Cost: 5250 € Euro


  About Rome

As cosmopolitan and diverse as it is rooted in its own history, Rome is one of the premier tourist destinations in the world. Featuring some of the best restaurants on the continent, some of the most iconic historic sites in Europe, the city is widely regarded as one of the most exciting and dynamic places to visit anywhere. The center of the Renaissance, the city houses some of the most famous works of art in the world and remains an important cultural hub to this day. Famous for art, fashion, it's delicious local cuisine, and superbly preserved monuments, Rome truly offers something for everyone.


  Things to do and places to visit in Rome

When disembarking, the first thing that can prove pleasantly challenging is deciding on what to do first! An exceptional array of hotels and inns are available to any weary traveler, as are a superb range of restaurants for those wanting to relax surrounded by the hustle and bustle of Rome in the evening. You can spend the day walking streets steeped in history, visiting galleries that contain works by Caravaggio and Michelangelo or exploring the awe-inspiring Colosseum. The city contains many beautifully maintained parks and gardens, as well as a vast collection of beautiful churches and cathedrals, ensuring that a trip to Rome will be a memorable experience for anyone.

Things to do when taking flights to Rome include:

  • Standing inside the magnificent Colosseum.
  • Gazing in awe at the stunning Castel Sant'Angelo.
  • Visiting the incredible Pantheon, one of the best-maintained buildings from the Roman era.
  • Stopping at the center of the Piazza del Popolo, one of the most beautiful squares in Europe.
  • Walking the beautiful gardens of Villa Borghese.
  • Admiring the vast, intricately carved Column of Marcus Aurelius.
  • Wandering the Forum Romanum, ruins from the Ancient Roman period.
  • Exploring some of the greatest art collections in Europe.
  • Crossing the river on the remarkably-constructed Bridge of Angels.
  • Sampling the world famous local cuisine.
 22 Portman Square, Marylebone, London W1H 7BG, UK
 3 Oudai street, Aldouki, Giza, Giza Governorate, Egypt
 0020233379764
 00201095004484
 00201102960555
 00201102960666
 19 Mayıs Mahallesi, 19 Mayis Street No 2 Sisli, 34360 Istanbul/Turkey
 00905357839460
 Australia Street, Raouche Beirut, Lebanon .، Beirut, Lebanon
 0096181746278
 811 Massachusetts Avenue, Boston, Massachusetts, 02118, USA
 6 Beirut Street - Fifth Circle Abdoun, P.O. Box 831370, 11183 Amman, Jordan
Copyright Global Horizon Training Center © 2019