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Home / Extended learning by winsedswiss / Short Courses / The Art of Customer Excellence / Leadership. Leading your organisation to performance in CX.

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Leadership. Leading your organisation to performance in CX.

By the end of this course, you will better understand, assess, and take charge of your leadership style, gain clear and practical insights into reviewing your strengths and areas for improvement as well as into creating an action plan to address them. You will also understand the criticality of character, calm and clarity in leadership and why the best leaders have more to do with character traits than with a certain background and specific knowledge. You will also have access and understand how to use specific tools and frameworks for engaging and inspiring customers and employees.



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The Art of Customer Excellence

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Who is the course for? 

 

  • Customised, from Middle to Senior Management

 

Key topics:

 

  • Does leadership matter in CX?

  • Stakeholder value or shareholder value?

  • <<Work Life Balance>>

  • VUCA Context and mindset   

  • Leadership – evolution, models and latest benchmarks

  • The criticality of character in leadership. 

  • Calm and clarity in Leadership/managing anxiety and stress

  • Tools and methods used for engaging and inspiring both external and internal customers

  • The agility of a great leader 

  • Creating and developing performant organisations through leadership

  • The CX performers’ leadership traits – becoming a CX business leader

 

Key takeaways:

 

    • Becoming a customer-centred organisation and performing at your best requires change and change requires courage and empowerment that can only be generated through understanding and developing the right leadership skills. 

    • This training offers the insights and creates the space for developing the most important leadership skills that will help you lead your team and entire organisation to performance in CX.

    • The course will help you create the awareness and interest towards the most effective leadership behaviours, stimulate self-awareness and a proper feedback culture that applied to customer experience will lead to expected results and increase customers’ engagement.

    • It will also set the basis for an exquisite customer experience both for external and internal customers and will provide experienced managers with crucial skills for performance-oriented leadership in a global, speed and tech driven environment.

 

 

Investment & Duration: Customized. This programme can be adapted to meet your requirements.  

 

Price on request.  


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Customised Trainings

Fluid, on-demand, accelerated training programmes covering a broad array of service industries with a focus on Swiss hospitality. 

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Top Executive Postgraduate Programme

Project-based programme delivered by winsedswiss in partnership with EHL (Ecole hotelière de Lausanne) Advisory Services and designed for organisations who wish to become drivers of change in the Customer Service industry.

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