Service Leadership modules

Program overview

Format

This Service Leadership Program redefines executive education: it is designed to create new opportunities for organizations and solve challenges in the workplace. It includes every team member and focuses on implementation rather than exams.

You can register for the full program or take the individual modules that most appeal to you.

To have true impact, we recommend a combination of live workshops and online learning. We equip you with the knowledge, road map and tools to build a service culture that drives results. 

If you want in-person training, we'll travel to your location. The content is also available online. Most clients prefer a combination of face-to-face workshops backed up by online learning.

The program includes:

• three face-to-face workshops to help you sustain and enhance a strong service organization that shows results
• three levels of online training
• additional leadership and service workshops
• an implementation road map, self-assessments and implementation templates & tools
• access to a secret shopper program provider
• a certificate of completion (for individual workshops and the full program) from the University of Victoria

Audience

This program is valuable for all team members whether they provide internal or external service and regardless of their education level, role or sector. The program offers 3 levels of learning components. This ensures that all team members have the same foundation and use the same language, which is essential as you create a lasting service culture.

Facilitator

You will have access to a pool of service and leadership experts. The main presenter and consultant is Dr. Mark Colgate. He holds the live workshops, oversees online learning and all implementation modules. Depending on your preferences and needs, other faculty, service and leadership experts may hold workshops and work with you. The program’s account executive, Eddie Isted, is a course specialist with 10+ years experience in executive and team education.

Module 1: Strategy

This module will generate leadership commitment to service, a service audit and a high-level execution plan.

Title: Create a Service Organization that Shows Results
Style: Live workshop
Suitable for: Leaders
Duration: 6 hours

This executive-style workshop provides you with key insights on:

• how to kick-off the transformational journey to make service your advantage—includes the discussion of an impactful customer-centric strategy, the audit of your current service systems, culture and voice of the customer
• power of context—human behaviour is sensitive to and strongly influenced by its environment and other conditions that help (or hinder) people understand the situation they are in
• the implementation road map—steps in building and maintaining a robust service organization

You will learn about the 3 Steps to Service Excellence (3SX): UVic’s approach to building a strong service system based on clearly defined goals, metrics, processes, HR systems and coaching as a key leadership initiative to develop employees, sustain their engagement and achieve superior performance through accountability.

Module 2: Service quality

To effectively change the service culture, everybody in the organization—whether they provide external or internal service—needs to understand the service values, why they matter in the eyes of the customer and how to apply them in their role.

Title: The Science of Service
Style: 2 training options
Suitable for: All team members (from frontline to the boss)
Duration: Option A - 4 hrs / Option B (level1) - 1 hr / Option B (level 2) - 4 hrs

Option A: Live workshop

Moments of Power to Elevate the Customer Experience

You will learn:

• quality in the eyes of the customer—the 3Rs (be Reliable, be Responsive and build Relationships)
• how to deliver on the 3Rs by recognizing moments of power
  

This course identifies 4 moments of power that make a difference from the customer’s point of view.

Each moment of power summarizes findings in social psychology, behavioural science, psychology, neuroscience as well as business, and applies them to service interactions.

Participants will learn to recognize these moments of power and how to execute them properly so that customers recommend you again and again.

Moments of power 

Key takeaways:

• how human psychology applies to service and can lead to service excellence and business success
• a deeper understanding of human interaction, professionally and personally
• how to build trust and loyalty by making a positive impact

Option B: Online training or live workshop

Level 1: Ace the 3Rs

This 1-hour online course is a condensed version of the live session “Moments of Power in Customer Service”. It shares the foundation of great service. You will learn that:

• service quality, in the eyes of the customer, can be summarized in the 3Rs: be Reliable, be Responsive and build Relationships
• recommendations are driven by great service, not good service
• TOFU (Taking Ownership and Following Up) is the most important discipline in service

Level 2: Moments of Power to Elevate the Customer Experience

This will be similar content to the live workshop with a focus on practicing and applying the content in the workplace.

Module 3: Systems

In this important step you will learn to sustain and enhance service excellence. You will operationalize service goals and hardwire accountability across the organization.

Title: Make Service your Advantage by Building a Strong Service System
Style: 2 training options
Suitable for: All leaders (supervisory level and up)
Duration: Option A - 4 hours / Option B - 4 hours / Option C - 4 hours

Option A: Facilitated live workshop

Develop a Service Strategy—Create a Service Organization that Shows Results

Building on the first 2 workshops, you will review the 3 Steps to Service Excellence. You will go deep into systems required to make service your advantage in all parts of the organization.

In this facilitated workshop you will operationalize service goals using the implementation road map, templates and tools. You will set wildly important goals, set lead and lag service metrics, think about redesigning processes and HR systems to build a cohesive service system for better results.

To hardwire accountability, you will learn how to coach individuals and build an organization-wide coaching system. A coaching framework is introduced and role-playing is used to highlight how to engage employees and increase performance.

Key takeaways:

• a custom plan to create cohesive systems that drive employee engagement and differentiates itself through service
• the understanding that systems and leadership need to be aligned to drive the service culture
• the role of coaching; how to make the most out of the feedback process to effectively engage employees and build accountability

Option B: Online training

Make Service your Advantage by Building a Strong Service System

Building on the live workshop, you will have opportunity to go deeper into the content and follow guidance on:

• customizing implementation plans and tools to build cohesive systems within your organization
• running a coaching program
• preparing for meetings with your leaders and teams

Through discussion forums, you will be able to celebrate milestones and seek advice on potential challenges in the implementation process.

Option C: Online training

Coaching for Better Performance

Recognize the power of coaching and how to use it as a leadership skill.

If you have a coach or if you coach someone, that is a great start. The key to success will be to build a system or program around coaching to create a coaching culture.

By embedding coaching you will create the communication lines and feedback loops that are needed to tie together your service strategy and individual contributions. If done consistently across the organization, you will create a more flexible organization built on a growth mindset and elevate service.