Leadership - Communications Skills - Customer Service
Our seminars designed to give you the communication skills to assure that trusting relationships are developed and sustained. You will show you how to use communication skills to be a credible leader with effective leadership techniques. Finally, we incorporate a service philosophy that can be used at all levels in the organization.
Leadership Skills
The art of knowing when to direct, coach, support and delegate when managing employees
How You Will Benefit:
Improve communication and become a more trusted and credible leader
Learn how to use situational leadership to achieve greater productivity by infusing energy, self-reliance and drive within your employees
Create a collaborative work environment to achieve faster sustainable results
Increase your effectiveness in setting goals, providing clear direction, listening, observing, monitoring and giving feedback
Retain your most talented employees by being more responsive to their development needs
Managers will learn how to increase their teams' productivity by providing personalized support with the right amount of assistance and direction. This in turn builds a winning culture for the organization and creates a successful atmosphere where employees feel valued and involved.
Managers are expected to direct, coach, support, and delegate. This program will help managers increase their effectiveness with others by first understanding the employees’ development level for a task and then determine which style of leadership should be used. They will be taught the proper use of four different styles. Those styles include the "directing" someone new to "delegating" when an employee shows a complete understanding to a task.
Effective leaders are versatile in being able to change styles to fit the situation. They will see that there is no one right style. This course is ideal for both new and experienced managers that need to learn new methods to partner with their direct reports and provide the appropriate direction and support to develop skills and career paths.
Communication Skills
The communication skills training will show managers and staff how to identify colleagues' behavioral patterns so they can work in harmony. This simple, easy-to-understand method helps them:
Treat others the way they want to be treated, not the way you want to be treated
Recognize and understand your behavioral style
Identify other people's styles
Get along with everyone at work, school, home - anyone and anywhere.
Have more effective interactions with colleagues
Understand co-workers, bosses, and subordinates through an effective method
This area will help to assure that trusting relationships are developed and sustained.
Customer Service Management
Competing solely on the basis of product differentiation or price is not enough to ensure success. To remain competitive, companies must treat service as their primary product—a product that can be constantly improved.
However, customer satisfaction cannot be achieved if employees do not have the authority to solve their customers' problems. It only can be achieved when employees are empowered to make decisions and take actions that will make the customer's experience exceed any encounter with the competition.
This fast paced, action oriented workshop helps you define, achieve, and maintain quality service.
Define:
Commitment, Recovery from a Mistake, Continuous Improvement
Achieve:
Changing role of the manager, Defining the Playing Field, and Autonomy
Maintain:
Measurements, Accountability and Celebration.
Here is your test!
Can everyone recite the top three service priorities in their department?
Would those answers be consistent with the boss or department heads?
Are you ready to provide service training that teaches people at every level of the organization how to exceed customer expectations? We will get you there.