Center for Services Leadership - Workshop Description

Workshop Description

At the Institute, you will learn how to diagnose and strengthen key weak spots in your service offerings

  • Finding out what your customers really expect - you'll understand how price can set expectations, how to recover disappointed customers and how to help your company see your service processes from the customer's viewpoint
  • Knowing how to develop quality service designs - "blueprinting" will teach you how to develop a visual representation of the key steps and internal relationships in your service process that can deliver highly satisfying services
  • Discovering the best ways to deliver to your services standards - you'll learn how to manage people to effectively keep services promises and how to use technology to engage your customers and enhance their service experience
  • Understanding the critical differences between your organization and world -class service firms - you'll learn key principles of companies known for their strong service cultures and their ability to create highly profitable service offerings

At the Institute, we will challenge you by:

  • Engaging you with renowned faculty and business presenters to keep you on your toes and ready to learn
  • Examining a business case and providing several hands on application exercises-we expect you to prepare in advance and pitch in to the discussion!

We ensure that you will be able to make the most of the networking opportunities by:

  • Limiting the number of attendees to a small group of executives from a broad spectrum of industries.
  • Encouraging you to work on team exercises that provide an opportunity for you to share ideas and immediately apply them to your business
  • Inviting you to participate in networking lunches and evening events where you can share ideas and experiences

You'll benefit most by attending this program if you
are a...

  • Marketing, Operations or Business Development Executive
  • New Product or Service Developer
  • Marketing Manager
  • Customer Service or Customer Advocacy Manager
  • Strategic Planner
  • Business Development Manager
  • Service Operations or Service Quality Manager
  • Professional of any kind who must understand how to use services as a source of competitive advantage