Customer Service Change Leadership Program

Keeping the Brand Promise

"This customer service change leadership program provided me with skills that will really help me to guide my employees through the change process. It helped me formulate the conversations we need to have about change." Project Manager | Transmission and Distribution Business Unit | Southern California Edison

Description:
Change adopting organizations are infinitely better prepared for the realities of today’s marketplace than are change averse organizations. Today, organizations must be able to:

• A high and increasing rate of change

• Undertake a broad range of initiatives

• Respond to advancements in technology and knowledge

This four-hour interactive customer service leadership session explores the challenges leaders face when dealing with change themselves and when they are responsible for leading others through change.

Program Objectives:

1. Increase your awareness of behaviors, emotions, and performance that individuals and teams experience throughout change
2. Gain skills necessary for leaders in a Change Adopting Environment
3. Conduct more powerful feedback sessions

Workshop Outline:

I.  Module One: Individuals Who Adopt Change

• Recognize your own comfort level with adopting change

• Identify impending change

• Understand why people resist change

• Create personal strategies for adopting change 

II.  Module Two: Leading in a Change Adopting Environment

• Describe the elements of a long-term leadership approach for creating a change adopting environment
• Describe the elements of a short-term leadership approach for change adopting situations
• Help other team members adopt changes
• Plan your leadership actions 

Target Audience:
All managers, supervisors, and team leaders with the responsibility to coach others through change
 

To speak with an LSA Expert to learn about the customer service leadership program customization and delivery options for your company, please contact us.