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Effective Service Leadership Strategies for Customer Satisfaction

Discover key insights from service leaders on establishing customer-friendly policies and empowering employees for effective service recovery and customer satisfaction. Learn how frontline supervisors impact performance, retention, and morale, and the importance of encouraging and supporting employees for great customer service.

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Effective Service Leadership Strategies for Customer Satisfaction

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  1. What do effective service leaders do?

  2. What do effective service leaders do? “…establish customer friendly policies and procedures.

  3. What do effective service leaders do? “…establish customer friendly policies and procedures. …empower their employees to solve customer problems.” - Service Recovery by John Tschohl

  4. “The first level of supervision in any… organization has a dramatic impact on employee performance and behavior.

  5. Frontline supervisors are a main determinant of performance, retention, and morale.” - New Supervisor Training by John Jones and Chris Chen

  6. ENCOURAGE OR DISCOURAGE?

  7. “Great customer service thrives in an environment where employees are encouraged and supported.” - “So Help Me” Supervisor Edition

  8. “Customers call for one reason;

  9. “Customers call for one reason; they want help.” - Customer Satisfaction is Worthless, Customer Loyalty is Priceless by Jeffrey Gitomer

  10. “It’s up to you to help them help the customer.” - “So HELP Me” Supervisor Edition

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