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Becoming a WOW Service Leader

The Elkind Group
Training overview
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3,800 USD
Next start date: Contact for info - Worldwide
On-site / Company-specific

Course description

Course description

Becoming a WOW Service Leader

The Elkind Group developed this workshop based on their 25+ years of developing and implementing successful initiatives for winning and retaining customers in all types of workplace environments from major call centers to business-to-business and direct sales organizations.

Participants in this workshop will learn how to develop and sustain a high performing service team by becoming master coaches and leaders.  And, they will learn how to streamline communication and collaboration across all generations in their workplace including Boomers, Xers, Millennials, and Gen Z.

Participants receive best practices, models, practice, and feedback needed to master new skills and gain the confidence to begin using them as soon as they return to their jobs. The course facilitator leads participants through proven strategies and best practices from real-world case studies of companies including Google, LinkedIn, and Netflix who have successfully transformed their managers into service leaders. And they facilitate “real-play” practice with “Plus/Delta” feedback to ensure easy transference of learning.  Participants leave with a road map for managing performance while motivating and engaging employees to own their development and results.

Who should attend?

  • Customer Service Team Leads
  • Customer Service Managers
  • Customer Service Senior Leadership

Training Content

  • Moving from good service  to great service leadership
  • Building and sustaining a service culture
  • Becoming a service coach: The 4 Keys to Service Coaching Success
  • Applying a performance management process
  • Getting buy-in and commitment
  • Setting clear expectations
  • Developing service SMART goals
  • Providing service feedforward and feedback
  • Coaching in high risk situations
  • Building a high performing service team
  • Tailoring Your Leadership Style to the Diverse Needs of Your Service Team Members


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About supplier

The Elkind Group


The Elkind Group is passionate about driving bottom-line results by empowering people at every level of the organization to thrive in challenging situations. We are true partners in helping you meet the goals that matter for your business. Assess your...

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