A TWO DAY TRAINING COURSE ON

MANAGING VISION AND PURPOSE

This program creates group-based experiences resulting in an organization wide teaming between cross functional staff from all departments to support ORGANIZATION customer care staff with a Vision and Purpose.  

This program uses 6 (six) modules and 6 activities over a two day period to get real commitment from part Organization to buy into the ORGANIZATION vision, purpose and customer care service.  In addition part Organization will receive a toolkit of innovative and very practical ideas to support the customer care team and in building a vision and purpose for a culture of friendly customer service.

This workshop covers:

§          What defines Vision and Purpose in your culture?

§          The journey of managing vision and purpose through 6 practical steps

§          ‘Follower ship’ – the secret to improving your customer’s experience at ORGANIZATION.

§          The route to improving customer loyalty and commitment by the whole team

§          How to give support to your customer care team

§          How to make sure that others don’t spoil the culture of Customer Friendliness.

§          The whole team’s understanding of  ORGANIZATION values about customers

§          Making sure that good culture change sticks – and bad habits don’t

Objectives:

§         To get participants to break down barriers and set a climate for open and candid dialogue

§         To discuss opportunities for back-home applications of learning’s during workshop

§         To establish participants learning objectives

§         To develop a positive approach to change and improvement

§         To practice a technique of giving and receiving feedback

§         To get behind the behaviours of a winning strategy

§         To practice Action Language

§         To eliminate ladder of inference

§         To stay concise when talking with clients, customers and internal staff

§         To make accurate statements

§         To make specific statements

§         To listen through clarification

§         To give full presence

§         To practice how not to interrupt, advise, interpret or judge when others talk

§         To become aware of toxic language that impedes achieving goals

§         Experience how to make presentations that captivate, persuade and push people to action

§         To practice assertive ways to make requests while solving problems

§         To assess your comfort level in asking questions to clarify issues before solving problems