“As we look ahead to the next century, leaders will be those who empower others”
- Bill Gates, co-founder of Microsoft

Course delivery:   One day workshop     |     2 half-day workshops     |     4 x 75-minute virtual sessions

This workshop focuses on what your responsibilities, as a team leader or manager are in supporting your teams, in order to provide 
and sustain an excellent positive customer journey. We will look at the ways you can do this successfully.

This course can be delivered through a one day or 2 half-day workshops or 4 x 75-minute virtual sessions.

Why should you attend?

Now more than ever, customers’ top priority is the quality of the experience they have when they use our services or buy our products. 
It is your role as team leaders, managers and supervisors to ensure that with your teams, you deliver an excellent positive customer journey consistently. 
This workshop will give you the tools and improve your skills to help your teams achieve this. 

Who should attend?

Team leaders, managers and supervisors who want to ensure their teams are adequately equipped with the skills and tools to deliver a consistently excellent and positive customer journey. 

Key areas to be covered in the course

On this course front line teams and supervisors will explore and discuss the following:

Your customers’ and your teams’ expectations

• What are your customers' expectations?
• The 6 key customers’ expectations
• What do your team need to focus and improve on?
• Your company’s vision and your role in achieving it
• The 5 key teams' expectations
• The knowledge your teams needs to deliver an excellent customer experience
• Communicating the Value Proposition to your teams. Part 1

Effective communication and team support 

• The top 7 benefits of effective communication
• How do you communicate customer service expectations to your teams? Part 2
• Your role as managers in supporting your teams to deliver excellent customer service
• How can you be a supportive manager?

Empowering your teams

• What is empowerment and its benefits?
• The reasons we don’t always empower our teams
• Are you an empowering manager?
• Our 12 ways to empower your teams
• Guidelines of empowerment and the ‘licence to act’
• Understanding the difference between 'job title' and 'purpose' & knowing how to help your teams find theirs

Assessing, coaching and recognising your teams

• The importance and challenges of observing and assessing your teams.
• The top 7 benefits of corrective coaching for the employee and the organisation
• The four stages to corrective coaching 
• The importance of recognising your teams to build motivation
• Action Planning - what concrete actions will you take on site to sustain excellent customer service? 

Benefits to you

• Build confidence in supporting your teams to deliver excellent customer service
• Improve your skills in communicating effectively with your teams
• Know how to empower your teams to deliver excellent service
• Demonstrate how to observe and assess behaviour consistently
• Learn how to coach poor service behaviours
• Understand how to recognise good service behaviour to build motivation
• Start creating an action plan to lead an excellent customer experience

This course is often bought together with our Customer Experience Training for Hospitality workshop, which explores customers’ expectations and service behaviours front line teams and supervisors need to demonstrate to meet and exceed those expectations.

Please contact us today for our range of competitive prices, packages and course details, and to discuss your team's training needs! 

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