The need for leading, promoting, and enhancing a customer-focused culture is essential within every Organisation. This one-day workshop will provide you with an opportunity to explore your responsibilities within your role as a customer service agent. As you 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-energising time" to build and expand from where you are now.

Workshop topics:

Course Outline:

• Identify ways to create an atmosphere of excellence
• Learn how to suspend your frame of reference
• Develop a culture that will motivate employees to perform and to be engaged in meeting customer needs
• Recognise who the customers are and what they are looking for
• Learn what kind of leader you are and how to play on those strengths
• Develop a service management system
  

• Who our customers are and what they expect
• Sustaining an individual level of engagement
• Communication skills
• Appropriate sharing
• Self-image & first impressions
• Effective leadership
• Situational leadership
• Developing your leadership style
• Managing employee engagement
• Communication skills
• Developing a Service Management System
  

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