Title: “Market Engagement Leader: Aligning with Customers and Markets”
Objective: Equip transitioning leaders with the skills to align closely with customer needs and market dynamics, ensuring the organization remains responsive and competitive.
Weeks 1-4: Customer Service
- Emphasize the role of leadership in driving customer service excellence.
- Develop a customer service excellence program, focusing on leadership roles in customer engagement and satisfaction.
Weeks 5-8: Handling a Difficult Customer
- Equip leaders with advanced skills for managing difficult customer situations effectively.
- Organize role-playing exercises and debriefs to practice handling challenging customer scenarios.
Weeks 9-12: Customer Support
- Master the delivery of outstanding customer support as a leader, setting standards and expectations for the team.
- Implement a new customer support strategy that leverages technology and personalization to improve customer experiences.