Summer Course in Service Leadership in the Netherlands

As Europe is moving into the next economic cycle, Service Managers are now experiencing immense pressure to deliver profitable growth. Facing many challenges in creating a mature service capability, that will be able to provide the customer with a unique brand experience, ensuring value for money and brand loyalty. 

Course Date:
This is a four day course commencing:

September 1-2 2011 & September 22 & 23 2011
Time: 9.00 am. - 17.00 pm.
Examination: 30 September 2011
Time: 09.30 am. - 12.00 am.

Course Agenda will include:

Strategy – “Good leadership requires a clear understanding of strategic intent and direction. It contains guiding principles for leadership and employee behaviour”.
- Brand-driven Service Strategy
- Understanding Service
- Value Proposition Development

Customer – “True customer centricity means focusing on customers, really understanding customers specific needs and acting on these insights. How can you gain maximum, unbiased insight?”
- Customer Experience
- Customer Research & Feedback
- Outside in Approach

Service Factory – “Processes and management practices can enable or hinder customer centricity of the organisation and behaviour of individual employees. Learn how to design the service factory/back stage for optimum customer centricity and a consistent branded experience”
- Performance Management
- Standardised Personalisation
- Embedding Customer Centricity

Employees – “One of the most challenging aspects of customer centricity is increasing customer orientated behaviour in every employee, at every touch point within the organisation, in a consistent way. Leadership capabilities are crucial in effective service transformation and quite a few can be learnt by most of us”.
- Managerial Leadership
- Trusted Advisor
- Employee Behaviour and Psychology

Alternative Service Leadership Course dates in the UK

Service managers and directors, with several years of experience

EURO Plus VAT where applicable

Please register to this event either by using the registration link above, should you wish to be invoiced, or if you are a paypal user you can opt to register and pay directly using the paypal link.  Your registration will be confirmed upon receipt of payment.