Are you an individual who excels at front line customer service and just been promoted to a leadership role? Or perhaps you have excellent technical skills and have just been promoted to lead a team providing front line customer services? People are different in fundamental ways i.e. their values, behaviours, talents, wants, desires and beliefs are unique. While good customer service skills come naturally to some people, it’s not always the case.
To ensure your team performs to the highest level of excellent customer service, as team leaders and managers, you’ll need to be able to engage your team and reinforce desirable actions and behaviours on a regular basis.
About
If you believe there’s room for improvement and want to be able to engage your front line team to deliver better customer value, Frontline Leadership for Customer Service Excellence is the right course for you.
You will come away with proven effective tips, tools and most of all hone your ability to maximise leadership potential, drive top performance and increase the effectiveness of your team through this hands-on and practical course.
7 GREAT REASONS TO ATTEND
1. Learn to apply concepts and models to real life situations
2. Identify and learn from some of the most common mistakes made by managers and leaders
3.Learn to deliver corrective feedback effectively, esp. in addressing performance problems
4. Be more effective at distinguishing between behaviours and judgments
5. Develop a structured process to help team members take ownership and reach their own solutions
6. Be more effective at using positive reinforcement to increase employee engagement
7. Develop your own action plans under the guidance of an expert
COURSE OBJECTIVES
• Refine and improve your leadership skills
• Understand and learn how and when to implement effective motivating techniques to drive performance and productivity
Outline
Day One
Your Role and Basic Principles
• Identifying the roles people managers and team members play in achieving optimal results
• Identifying frontline customer service leadership practices integral to successful performance
• Exploring how these practices interrelate
• Understanding the differences between the conventional approaches to managing performance and those required to be effective
ABC Model - Activators, Behaviours and Consequences
• Understanding how behaviours create and drive performance and results
• Exploring how activators and consequences impact on behaviour
• Identifying and understanding the various forms of workplace activators
• Identifying and specifying the critical behaviour that create high performance
Motivating Techniques for Day-to-Day Actions
• Understanding how consequences work to increase/decrease behaviour
• Using positive reinforcement as a consequence
• How to manage, change or transform behaviours effectively
• Using positive reinforcement for maximum effect
• How to use pairing and the 4:1 ratio to increase employee engagement and performance
Reinforcing Behaviour through Praise
• Increasing awareness of the impact of your behaviour on others
• Understanding the key steps in reinforcing behaviour through praise
• Recognising the common mistakes made by managers when attempting to reinforce behaviour through praise
• Identifying the practices of high-performing frontline managers
Day Two
Reinforcing Behaviour Practical
• Rehearsal: Providing praise
• Receiving one-on-one feedback and guidance
• Using Reinforcement Records to ensure consistency
• Managing the performance of distributed teams
Delivering Corrective Feedback
• Understanding the key steps in the process for effectively addressing performance problems
• Recognising the common mistakes made by managers when attempting to address performance problems
• Rehearsing delivering corrective feedback
• Receiving one-on-one feedback and guidance
Guiding and Mentoring using the GROW Conversation
• Recognising the practical concepts on which the GROW Conversation process is based
• Understanding the key steps in the process for effectively guiding and mentoring others
• Recognising the common mistakes made by managers when attempting to guide and mentor others
• Rehearsing undertaking a GROW Conversation
• Receiving one-on-one feedback and guidance
Action Planning
• Developing an Action Plan for implementation during the next three months of the Frontline Leadership practices and skills learnt.
Facilitator
Blair Stevenson, Principal Consultant, Brava
Blair is the founder of Brava and is the co-developer of Brava’s Frontline Leadership system. Blair has been at the forefront of the development of Frontline Leadership practices and has extensive experience creating service and sales improvement for a wide range of clients across New Zealand and Australia. This hands-on experience spans sectors such as telecommunications, airline, retail, financial services, automotive parts and service, security, petroleum, charity fundraising and engineering services and distribution.
Blair has previously held national management roles in various corporate organisations, where he enjoyed developing several high-performing teams.
Blair is highly rated by senior management clients as a Principal Consultant who customises Brava’s Frontline Leadership system to seamlessly integrate with their organisation’s existing management processes. This ensures that his clients experience immediate and sustainable performance improvement.
Further to this, Blair’s considerable knowledge of up-to-the-minute leadership research and practices, particularly in the area of frontline leadership, ensures that peers and clients alike place high value on his insights. In addition, Blair is well regarded as a keynote speaker on the topic of managing people for high performance.
Blair holds a Bachelor of Arts degree in Psychology and a Diploma in Teaching.
In-house Training
Sorry, this event currently has no dates scheduled.
