Is it just a department that is responsible for customer service or is it the responsibility of everyone in the organization to ensure excellent customer service? The seminar deals with how good leadership has a strong role to play in a solid customer service mentality that runs throughout the organization. Other topics include the definition of a customer (anyone that needs something – whether internal or external to the organization - that you can provide) and a discussion on the limits of a customer’s power. What is a customer-centered organization and how can a leader instill that kind of customer-first attitude that gives some organizations a huge competitive advantage in the marketplace?
How Great Leaders Get Great Results by John Baldoni