Service Leadership
Course Overview
Modern service managers have demands placed upon them daily from customers, employees, their superiors and shareholders. Never has this been truer than the times we operate in today.
The service leadership training in Dubai is an interactive and practical course that teaches participants the principles of how to drive customer loyalty by adding value through customer experiences, how to understand their customers better and use the power of a common vision and values to engage employees and drive a customer focused culture.
It also provides them with practical tools they can use immediately in their role to improve the management of service in their organization.
Goal of Course
This service leadership training in Dubai provides the participants with a unique learning opportunity that enable them to understand what is needed to become a “Service Leaders” who has the ability to design, strategize, implement, measure and evaluate service initiatives.
In addition the Service Leadership program is designed to help “Service Leaders” to develop the required essential skills in order to lead, manage and motivate their service team effectively
The participants can undertake the service leadership training in Dubai, UAE, SA, Lebanon, Egypt and beyond and will acquire new methods in implementing a service culture improvements across their departments, organization and with their customers
Participants are first shown why understanding change in the service mindset is crucial to the organization, then they candidly discuss their organizations’ strengths and weaknesses, and learn the service-related characteristics of effective and ineffective teams
Participants will practice using simulations, case studies and discussion of real-life situations prepared precisely for the service leadership topic.
Duration
3 days
Language
English
Training Objectives
- State the five essential behaviors for service leadership and describe what makes a leader inspiring
- Describe how values influence an organization’s culture, who has the biggest impact upon forming this culture and which values are likely to drive service excellence
- Identify factors in their own organization’s culture that need changing
- Describe a model of world class service and 5 phases of implementing a service standards program
- Sate the difference between service pledges, service standards and performance measurements and the benefits they bring
- Describe the difference between the customer experience (CEX) and customer service (CS) offered to customers
- State why developing a great CEX can add value to the organization and the customer and how to evaluate it
- Describe the principles of the customer journey
- Understand the importance of a shared vision of the service culture and the importance of values to drive behavior and the link between culture and organizational performance
- State types of customer research practices available and how to use each
- Describe the 5 common biases that can affect research and how to minimize their effect
- Describe the 6 steps for implementing a research project
- Give examples of what 3 global brands have done to drive improvements in their service cultures
Module Outlines
Module 1: Service Quality in Practice
- Getting started
- What Is World Class Customer Service
- Understanding what is meant by world class customer service.
- A Model For World Class Customer Service
- A model for world class customer service that can be used as a strategic tool.
- Standards, Pledges And Performance Targets
- Differences between a service pledge, service standards and performance targets.
- Creating Service Measures & Standards
- How to develop service standards and standard .performance measurements.
- The 5 Phases Of Implementing Service Standards
- The life cycle of implementing service standards.
- The Impact Of Standards On Customer Service
- Benefits to the organization and customers of establishing and operating a service pledge, service standards and relevant performance measurements.
- Case Study 1 – Various Organizations Using Standards
- Lessons from various organizations that have adopted standards to identify ideas for implementing in the participant’s own business.
Module 2: The Customer Journey
- Customer Experience V Customer Satisfaction
- Differences between the customer experience and customer service and the implications of this difference
- How Customer Experience Adds Value
- How developing a great customer experience can add value to the organization and customers.
- Mapping The Customer Journey- Actual Journey Mapping Activity
- Principles of the customer journey, what it is, how to use it, how it works, why emotions are important, recognizing pinch points and opportunities.
- Evaluating The Customer Experience
- Methods of evaluating the CEX throughout the customer journey including metrics and gauges.
- Case Study 2 – Enterprise Rent-A-Car
- Lessons from Enterprise Rent-A-Car, a case study to identify ideas for implementing in the participant’s own business.
Module 3: Employee Engagement And Service Culture
- The Impact Of Culture On Performance
- To understand the link between culture and organizational performance.
- The Importance Of Leaders In Inspiring A Shared Vision
- To understand the importance of a shared vision of the culture and the leader’s role in this.
- Using Values To Drive Focus On The Customer
- To understand the importance of values to drive behavior toward the desired culture of service excellence.
- Case Study 3 – Zappos
- Lessons from Zappos, a case study to identify ideas for implementing in the participant’s own business.
Module 4: Research Practices
- Extensive skills practice of collections calls and the application of the skills covered in the course.
- Types Of Research Practiced
- Types of research practices available and how to use each.
- 5 Common Biases In Customer Research To Avoid
- The 5 common biases that can affect the research that participants may be initiate.
- The 6 Steps For Conducting Research
- The 6 steps to conducting market research providing participants with a simple framework to use.
- Case Study 4 – USS Benfold
- Lessons from a US Naval Commander on how he turned around the worst performing ship in the navy to the highest performer by engaging 310 crew.
- Learning Log And Commitment Plan
- Personal learning reflection, commitment and action plans.
Customized Learning
Leap To Success is offering a variety of learning options to meet current realities and can be adapted to suit your business needs. These options include variants of online, blended and on-site course formats.
Face To Face Learning
Enabling you to have a face to face interactive and engaging learning experiences led by renowned industry experts and thought leaders with extensive practical experience who will employ a variety of interactive learning techniques, including short high-impact videos, case studies, assessments, role plays, in addition to on-going support.
Virtual Learning Labs
Interactive online learning held in real-time using Zoom and are led by international subject matter experts who incorporate case studies, breakout rooms, guided practice, simulations and discussions to maximise your learning experience.
General Methodology
Similar to any L2S training program, this program offers an interactive learning experience in which will allow the delegates to reflect on their learning through an informative, indulging, and fun classroom experience. The design of the training session focuses on the following attributes.
- Concrete Experience: The delegates will learn by doing
- Reflective Observation: Reflecting on the newly experienced skill-set
- Abstract Conceptualization: Developing deeper understanding to the learned concepts
- Active Experimentation: providing the delegates with realistic tools that can be tested in the real life
Specific Methodology
To effectively execute this program and to ensure that the end result is being achieved L2S specific training methodology in Service Leadership is as explained in the below stages:
Stage 1: Designing the Training Event
A diagnostic meeting is fundamental for conducting the Service Leadership workshop in order to capture the current happening with in the organization and to reflect those happening in the training event.
Stage 2: During the training
The course design is based on interactive facilitation, training energizers, training videos, extensive role-plays, group discussions, group brainstorming sessions.
Activities Brief:
ISO Case Study:
This training activity is used to highlight the importance of each part of the customer interaction, covering all the ‘little things’ which can make a difference, and to generate an understanding of the impact of the total service experience, encouraging participants to take ownership and look for ways to improve performance.
Innovate & Implement
Very engaging game that is focused around decision that will aid to creating service strategies that increases customer satisfaction. This dashboard game is tailored around various organizational situation by putting the leaders together to work in a challenging, time-limited approach focused on collaboration.
Enterprise Case Study:
This training activity is used to highlight the importance of each part of the customer interaction, covering all the ‘little things’ which can make a difference, and to generate an understanding of the impact of the total service experience, encouraging participants to take ownership and look for ways to improve performance
Zappos Case Study:
This training activity is used to highlight the importance of each part of the customer interaction, covering all the ‘little things’ which can make a difference, and to generate an understanding of the impact of the total service experience, encouraging participants to take ownership and look for ways to improve performance.
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