Course Description
Effective leadership, customer service, and communication are essential for fostering a high-performing, customer-focused organisation. This programme equips participants with the leadership, communication, and interpersonal skills needed to inspire teams, enhance service delivery, and build positive relationships with customers and stakeholders.
Course Objectives
The objectives of the course are to enable participants to:
- • develop effective leadership and communication skills.
- • enhance customer service excellence and customer satisfaction.
- • strengthen interpersonal and team management skills.
- • improve conflict resolution and problem-solving abilities.
- • foster a customer-centric culture within the organisation.
- • promote professional behaviour and effective workplace communication.
Learning Outcomes
By the end of this course, participants will be able to:
- • demonstrate effective leadership in delivering quality customer service.
- • communicate confidently and professionally with customers and colleagues.
- • lead and motivate teams to achieve service excellence.
- • manage customer complaints and challenging situations effectively.
- • apply problem-solving and conflict resolution techniques.
- • promote teamwork and a customer-focused organisational culture.
Topics covered:
- • Principles of Leadership
- • Leadership Styles and Practices
- • Effective Communication Skills
- • Customer Service Excellence
- • Customer-Centred Leadership
- • Team Building and Motivation
- • Emotional Intelligence
- • Conflict Resolution and Problem Solving
- • Managing Customer Complaints
- • Professionalism and Business Etiquette
- • Coaching and Performance Improvement
- • Building a Culture of Service Excellence