Service Excellence Executive Programme - Registration of Interest Page

Introduction

A service-driven organization requires executives who lead from the front. They can bridge the connection between frontline employees and senior management, ensuring that everyone understands that they contribute towards delivering a superior experience to customers. Further, they incorporate the input of the frontline staff in the decision-making process. How well all employees – particularly the crucial customer-facing staff – understand the organization’s strategy and their role in it determines how successful the strategy will be.

For Who?

The programme is designed for middle to senior executives from organizations across all sectors that want to build their service culture. We also welcome senior managers who have the authority to direct and communicate change within the organization.

Further, the programme takes a practical approach and involves participants solving challenges and designing strategies particular to their organizations. Hence, we  especially encourage participation of cross functional teams to leverage experience and expertise across the organization.

Key Benefits

• Redefine your service vision and design sustainable service models that deliver ongoing value to customers, partners and the organization
• Create a purpose-built service excellence strategy that ensures direct and indirect delivery of quality end-user experience
• Identify and address gaps in service execution
• Utilize customer data, analytics and technology solutions to enhance service execution
• Develop a feed-back system which aligns and fosters employee engagement to leverage employee insights to deliver tangible business results

Contacts

For more information, please contact John at jkipkemboi@strathmore.edu or +254 722 233 736.