This new advanced program, addressed to senior leaders within the Customer Service Function and across industries and market sectors, is highly informed by contemporary developments and research into customer service and workplace culture trends. In addition, it is also informed by psychological research, global cultural trends and cutting-edge concepts, practices and skills.

Learning Objectives

By using a blend of creative group exercises, interaction and theory, participants will acquire new knowledge and will have the chance to practice advanced skills for dealing with customer service challenges and elevating workplace culture.

The Program unfolds around three core pillars: Culture, Competencies and Team Skills

A. Leading Customer Focused Organizations

• The new era: Customer service Vs Customer experience
• Changes in workplace culture: The importance of Proactive Customer Service
• Quant & Qual Goal setting methodologies for Customer Service agents
• How to measure skills, attitudes & competencies

B. Mastering Competencies for Customer Service Leadership / Conflict Resolution in the Workplace

• The cost of unresolved conflict in business
• Introduction to conflict theory – psychology of conflict
• Workplace dynamics and conflict roots
• How to create sustainable relations in the workplace
• Dispute prevention

C. Leading Customer Focused Teams : Advanced Skills in Customer Service Leadership

• Narrative Intelligence: Using storytelling to understand and advance workplace culture and create more compassionate workplaces (Narrative Psychology)

This program is addressed to:

• Senior Customer Service Leaders
• HR Managers within the Customer Service Industry, that wish to build a customer oriented culture within their organization
• Participants that have completed the Executive Diploma in Customer Service Management and aspire to deepen their knowledge and skillset in Customer Service Leadership

To request more information please contact 

Mrs. Maria Karadeli

Training Coordinator & P.R., Hellenic Institute of Customer Service

Tel: +30 210 6686370

email: maria.karadeli@customerservice.gr

To get in touch with ALBA Executive Department please use the below information

Mrs. Maria Pappa

Tel.: +30 210 89.64.531-8

Fax: +30 210 89.63.302

e-mail: exed@alba.acg.edu

We would be pleased to address any enquiry you might have and to assist you in any way we can.