Senior Management Session For Service Plus ®

Trying To Build A Total Service Culture Without The Buy-In, Commitment, And Support Of Senior Management Is Like Trying To Erect A Building Without A Foundation.

Following Two Days Of Gathering And Analyzing Information About Your Organization, A DDI Consultant Meets With Your Senior Management Team To Conduct The One-Day Senior Management Session For Service Plus®.

Do you face any of these issues?

  • Do You Know Where You Would Like To Go Regarding Customer Loyalty, But Are Unsure Of How To Get There?
  • Are You Aware That Barriers Stand In The Way Of Your Desired Service Culture, But You Haven't Clearly Identified Them Or Assigned Any Accountability For Their Removal?
  • Do You Have Clarity About The Roles And Responsibilities Of The Senior Management Team Related To Creating A Service Culture?

Course Objectives:

Helps senior leaders:

Identify enablers and barriers to providing service excellence.
Align systems and processes with a customer focus and establish objectives for change.
Identify actions and clear accountabilities to create a service culture.

Primary Competencies Developed

  • Driving Execution
  • Establishing Strategic Direction

Secondary Competency

  • Gaining Commitment

Course Content:

Using the data collected, the DDI consultant guides your senior leaders through the following agenda:

  • Who Are The Best?: Take a look at some organizations that excel at customer service and examine how they got to be the best.
  • Service Success Factors: Discussion of the five Service Success Factors—Skills, Alignment, Accountability, Communication, and Measurement.
  • Skill Development: Review the objectives and skills of the service training leaders and staff will be receiving.
  • Alignment of Systems and Processes: The alignment of current systems and processes is discussed, and opportunities for improvement are identified.
  • Establishing Accountability: Analyze the RESULTS of the Customer-focused Readiness Assessment, identify key enablers and barriers to increasing customer loyalty from the customers' and employees' perspective, and start to develop an action plan to address the barriers.
  • Communication Planning: Types of communication are discussed, and a communication strategy is developed.
  • Measurement: Leaders identify customer-focused critical success factors and methods of measuring them.
  • Action Planning: Complete the action plan for the senior leadership team.

Who Should Attend:

  • Senior leaders.