The Supervisor’s Role in Delivering Exceptional Customer Service

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The Supervisor’s Role in Delivering Exceptional Customer Service


NOTE: This is a 2-day course that begins Part I on Monday, 8:00AM to 4:30PM PDT, and continues with Part II on Wednesday, 8:00AM to 4:30PM PDT.

WHO SHOULD ATTEND: Managers, Supervisors, and Team Leaders including:

•           Customer Service Managers

•           Call Center Managers

•           Lead Reps and Specialists

 COURSE DESCRIPTION: Exceptional customer service is pertinent to an organization’s success.  Supervisors must understand their role in creating and sustaining standards of excellent customer service in their business operation. To effectively influence customers, supervisors must develop and provide effective ways of developing and motivating employees, and measuring service levels. 

Participants in this course will critique their personal 'way' of delivering customer service. They will emerge trained in the powerful technique “Moments of Truth”, and how this concept transforms organizations from ordinary to extraordinary.


Participants will be able to:

Þ    Create a customer-focused environment and provide leadership in implementing the transition

Þ    Understand the impact of their style on the performance of the organization

Þ    Develop standards of performance, and measures to provide continuous feedback of high quality customer service

Þ    Identify effective ways of employee selection and development practices that promote exceptional customer service skills

Þ    Design a plan for supporting and motivating, to create an organization dedicated to customer satisfaction, along with a reward system for excellence

Þ    Effectively assess customer needs and values

Þ    Utilize the “Moments of Truth”  technique to transform their organization into an exceptional provider of customer service

LENGTH: 2 days


The Employee’s Role in Delivering Exceptional Customer Service

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Cancellation Policy:

If you are not able to attend your training event you must notify the Cynosure Power of Fortitude Training Manager FIVE (5) WORKING DAYS PRIOR to the first day of the training event. Cancellations must be received in writing or through the link provided in your confirmation email. All cancellations are subject to a non-refundable $150 administrative fee. This fee can be waived by sending a substitute with written notice to the Cynosure Power of Fortitude Training Manager. WITHIN FIVE (5) WORKING DAYS of the training, cancellations are subject to a non-refundable $250 administrative fee. Please allow up to one week to process any refunds. If you do not cancel and do not attend, your registration fee will be forfeited to Cynosure Power of Fortitude.