Customer Service is moving to Customer Experience, and modern firms must keep up with their clients, or fail at sustainability. Learn to compete when will be measured by value, contribution, impact and sustainability.
Learning Objectives
- Learning Outcomes
- Recognize the new roles of Manager and Leader from a beginning point of employee
- Understand how to set SMART goals and communicate them up and down the organizational chain.
- Recall the elements of leader credibility
- Identify successful and unsuccessful techniques used for motivating people
- Identify challenging factors when managing friends
Major Topics
Methods for defining the client and what their needs are; Setting business strategy to build loyalty; The difference between Customer Service and Customer Experience; Tactics for building a deeper relationship with clients, including personal branding
