Creating a Service Culture: The Service Leader's Role

Once the strategic focus is defined, service leaders need to know exactly how to make the service vision a reality. This module helps leaders identify barriers to service excellence and provides them with five leader practices to create a service culture.

Helps leaders:

• Choose opportunities to use authority and influence to improve customer service.
• Focus their efforts and those of the service providers to achieve the results most important to customers.
• Inspire service providers to take actions that create customer loyalty.