£330 – £440

Leading Customer Service Excellence for Team Leaders & Managers - 2 day wor...

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Location

Central London

London

WC2N 5DU

United Kingdom

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Refund Policy

Refund Policy

Refunds up to 30 days before event

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Description

Course Description

This innovative and action packed two-day Customer Service workshop is a fantastic opportunity for team leaders and service managers to come together and explore the link between a company’s brand promise and the service that their team delivers as part of the customer experience. It will delve into proven results that Bridge has had with an array of clients across a variety of industries.

Brand is no longer just a marketing asset; it is an amazing development tool that can inspire people and a team culture to rally around a common purpose. This course will explore how employees of an organisation communicate the brand promise through a range of behaviour patterns utilising Emotional Intelligence and communication sciences. Through theoretical study, games, activities and role-plays, you will gain both the skills necessary to develop self and takeaways to develop your team.

By introducing the Bridge “Way” of great customer service, we empower you to lead others to offer a customer experience that both lives your company’s values and delivers on the brand promise. This course caters to all levels of skill and confidence whilst balancing the group work required to map a great customer experience and link it to the values of the business.

At Bridge, we believe in practicing what we preach by bringing life to our own values of Celebrating Uniqueness Always, Keeping it Real and Fun, Sharing Knowledge Openly, Inspiring Collaborative Energy and Pushing Creative Boundaries. This unique learning opportunity will support you in bringing the future vision of your organisation to life and enhancing its customer service. We demonstrate how you can utilise your company’s values and translate them into the projected personality of your service delivery – both internally and externally. It is this connection that customers remember and employees live through their actions.


Highlights Include

  • Differing customer needs: emotional and practical

  • What is true customer service excellence?

  • The human impact of poor, good and excellent service

  • The Service Leader’s Tool Kit for driving team excellence

  • Turning value words into lasting behaviours

  • Harness the ‘powerful you’ with clear assertive communication

  • Internal communications that reflect the brand personality

  • Building customer and employee relationships

  • Communicating the brand authentically and building trust

  • Empowering active listening skills and questioning techniques

  • Motivating teams to go the extra mile

  • Dealing with difficult situations


Day One

Behind the brand sits the minds of great leaders

    • Look behind the scenes of the Brand Leader methodology

    • Redefine the meaning of brand promise and how it is used by service teams

    • Find out what makes the customer experience of well-known brands successful

    • Discover the connection between values and projected service personality

    • Balance customer expectations, customer needs and customer experience

    • Learn about the basics of Emotional Intelligence and the impact that it plays in frontline leadership

    • Learn about the tools required as a leader to take on your role as a Brand Champion

    • Uncover motivators to build the internal employee service community


    Day Two

    Moving the brand beyond marketing and into the company culture

      • Utilise leadership skills to dramatically improve your personal performance as a Brand Champion

      • How to translate company values into a roadmap for your people strategy

      • Learn the basics of an internal employee engagement campaign

      • Uncover the recipe for Brand Champion culture: Autonomy, Mastery and Purpose

      • Create a Brand Champion tool kit for recruitment, induction and employee development

      • Discover how to communicate your vision and gain long-term buy-in from others

      • Find out what makes a successful company culture that is supported by the values of the business

      • Hear innovative tips and tools to motivate others in your service team




      When

      Tuesday 11 & Wednesday 12 September 2018

      9:30am - 4:30pm


      Where

      Central London
      United Kingdom


      How much

      £330.00 - Early bird price for first 10 tickets sold and/or until 30th July

      £440.00 - Regular ticket price

      Includes training material and refreshments.

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      Date and Time

      Location

      Central London

      London

      WC2N 5DU

      United Kingdom

      View Map

      Refund Policy

      Refunds up to 30 days before event

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