The need for leading, promoting, and enhancing a customer focused culture, are essential within every organization. Leading, creating, and enhancing a customer focused culture are essential within government departments.
This one-day workshop will provide you with an opportunity to explore your responsibilities within your role as a customer service agent. As we discuss the various skills and techniques, draw from your own personal and varied experiences to share elements of reward and challenge. Consider this workshop as a “re-energizing time" to build and expand from where you are now.
Introduction and Course Overview
Changes in Customer Service
o Identifying Change
o Identifying Your Customers
o Active Listening
o Asking Questions
Suspending Frame of Reference
Giving Undivided Attention to Others
o The Characteristics of a Leader
o The Situational Leadership Model
o Additional Information about Leadership Profiles
Developing a Service Management System
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