LEADING THE FRONT LINE: Keys to Excellence in Customer Service Management
DETAILS (Return to Main)
Who Should Attend
The target market is any manager whose function touches the customer and impacts the customer’s experience. This includes managers who deliver or support service to internal or external customers. Success with this subject matter requires buy-in and commitment of top management (champions) and mid-management (process owners). Champions are those who can bless bold initiatives and process owners are those who deploy and manage the resulting systems and processes.
Note: All manager attendees must have attended, as a prerequisite, FRONT LINE: Excellence in Customer Service.
Learning Outcomes
The successful student will be able to:
- Understand the importance and components of a service strategy.
- Begin building a service strategy.
- Identify your customers.
- Identify products produced at organizational, departmental and individual levels.
- Learn how to coach employees to focus on delivering value through the products (including services) they produce.
- Use a process to evaluate and enhance service delivery inside and outside your organization.
- Learn how to coach application of the skills and concepts in Front Line: Excellence in Customer Service.
Market Focus:
Service
Related ASQ Bodies of Knowledge:
Certified Manager of Quality/Organizational Excellence
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