Introduction To Service Excellence Executive Programme
Frontline execution plays a major role in the success or failure of an organization.
In the current highly competitive environment, providing excellent customer experience has become a significant advantage and performance differentiator for many organizations. Studies have shown that there is a positive correlation between investment in service excellence and improved organizational results.
Organizations that leverage this automatically increase their customer loyalty, retention and increase their market share, while improving employee productivity and efficiency.
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.
This programme aims to empower executives to Lead from the Front. Participants are equipped with the techniques and tools to build a service excellence culture in their organizations.
By the end of the programme, they will be able to communicate to managers at all levels that frontline execution is a critical part of the organization, and is the responsibility of everyone.
Organizations that want to create or re-design effective frontline management training programmes will also benefit from this course.
Developing Great African Leaders
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