Service Leadership

Research has shown that companies that are committed to diverse leadership are more successful. Such companies are making diversity a competitive differentiator that helps to shift market share towards them. These companies are not only better able to win top talent, they can also improve their customer orientation, employee satisfaction and decision making that lead to increasing returns. With a well-managed diverse team, the workplace is empowered to transform conflicts and challenges into opportunities for team cohesion, leading to higher performance, increase efficiency and excellent service delivery. This module is designed to help supervisors win the hearts and minds of co-workers and team members from different nationalities, cultures, generations and genders in the workplace.

Coaching someone means guiding another person towards attaining a particular goal where the coach also has the responsibility for the outcome achieved. A coach’s goal is to help another discover, enhance and apply their capabilities to achieve a set goal to the best of their potential. In many industries, and in Retail in particular, Service Excellence is one of the most important factors critical to the success of the business. Acquiring the ability to coach your Service staff to deliver at their top performance will effect not just greater business success, but boosts staff morale and teamwork. Being able to deliver a memorable and remarkable customer experience through service is especially important in today’s environment of aggressive competition where many businesses are hard put to find a unique selling point to drive customer acquisition and to cultivate customer loyalty effectively. Leading the forefront in providing valuable coaching to your Service staff can deliver extensive benefits that also includes staff retention, and in turn positive service continuity contributing to business sustainability and success.

Stay ahead of the competition by developing your skills and mastering the art of selling to win more customers in the new retail landscape.

To ensure that businesses thrive in the future of work and business, the focus must shift from the traditional product and sales mindset to cultivating a culture of humanizing service, with a strong people-orientation in interactions and engagements. This in turn sets the stage for the business to deliver Service Excellence, imperative for businesses to survive in today’s low barrier-of-entry, highly competitive global market. Every employee plays a critical role in building this service culture, and this course aims to equip Supervisors and Managers with the knowledge and skills to not just be able to drive this business vision, but also equip their teams to execute it accordingly. Learners will gain insights to developing service plans centered around being customer-focused and service-oriented, and the skills to inspire their teams to deliver service excellence to successful fruition.

At the retail operations manager level, cultivating service leadership skills is essential to elevate the customer experience and drive business success. This course focuses on empowering managers to foster a customer-centric culture within the organization, enabling them to champion service excellence and and fostering lasting customer loyalty that ultimately benefits all employees and the business itself. Participants delve into the components of an organization's customer-focused strategy, learning how to design and implement strategies that align with a service excellence culture. Managers will acquire the skills to advocate for service excellence internally, rallying stakeholders behind the organization's customer-centric vision. The course equips your managers with methods to evaluate the effectiveness of customer-focused strategies, enabling them to understand, adapt and refine approaches to meet evolving market trends and opportunities. By honing their Service Leadership skills, managers not only elevate immediate transactional engagements but also drive sustained business growth through cross-selling, upselling, and increased customer loyalty.