Overview

What's in This Chapter?

• Activities for organizational leaders

• How to create training for leaders

• How to use content material to create new exercises

• Handouts for leaders

This chapter provides you with ideas for training leaders in your organization. You can use these suggestions to form a two-day programme that incorporates learning activities included in Chapters 13 and 14. Or you may run short workshops with any combination of discussion, planning and training that will help gain support for improving customer service in your organization.

Leadership Initiatives

Training leaders is an important part of a customer service initiative. Leadership training can help set the tone for creating organizational support for training at all levels. Chapter 3 included a series of questions for executives that you can incorporate into your training programme. In addition, you might use the following steps when working with leaders:

• Meet with the executive team to solidify support for the programme.

• Determine if you will use any of the methods described in Chapter 3 to assess organizational need.

• Follow up in writing to confirm the steps you collectively decide to take regarding the development of the customer service initiative.