Mastering Excellence: Leading Customer Service Teams
Leading Customer Service Teams with Agility & ImpactOVERVIEW AND SCOPE
This program uses an interactive and collaborative approach to empower executives that lead customer service teams with leadership competencies-effective communication and agility, in order to effectively lead their units and their Organizations towards sustainability and value creation in the Digital Era.
The innovative use of psychological approaches allows a holistic understanding of conscious and unconscious team processes in order to offer additional tools for effective leadership.
Learning Objectives
- Developing knowledge and skills for effective leadership transitions and team leadership.
- Developing influence and impact for effective team leadership.
- Developing learning agility as a leadership competence.
- Utilizing the principles of Positive Leadership for the development of effective teams.
- Understanding Authentic Leadership and the value / importance of authenticity.
Program Dates & Venues
The first three sessions of the program will be conducted via the learning platform Zoom.
The last session will take place at Alba premises, Xenias 6-8, Athens. Please refer to the table below:
Day 1: Thursday 23/1/2025 time 9:30-15:30 ZOOM
Day 2: Friday 24/1/2025 time 9:30-15:30 ZOOM
Day 3: Thursday 30/1/2025 time 9:30-15:30 ZOOM
Day 4: Friday 31/1/2025 time 9:30-15:30 ZOOM
Day 5: Tuesday 4/2/2025 time 9:30-13:30 ZOOM
Day 6: Wednesday 5/2/2025 time 10:30-14:30 Alba premises, 6-8 Xenias Str., Athens
ALBA EXECUTIVE DEVELOPMENT APPROACH
PROGRAM INFORMATION
Program Dates & Venues
The first three sessions of the program will be conducted via the learning platform Zoom.
The last session will take place at Alba premises, Xenias 6-8, Athens. Please refer to the table below:
Day 1: Thursday 23/1/2025 time 9:30-15:30 ZOOM
Day 2: Friday 24/1/2025 time 9:30-15:30 ZOOM
Day 3: Thursday 30/1/2025 time 9:30-15:30 ZOOM
Day 4: Friday 31/1/2025 time 9:30-15:30 ZOOM
Day 5: Tuesday 4/2/2025 time 9:30-13:30 ZOOM
Day 6: Wednesday 5/2/2025 time 10:30-14:30 Alba premises, 6-8 Xenias Str., Athens
1st Session - Managing Leadership Transitions
The first module focuses on the challenges faced by managers entering a new position and of managers entering into new teams and unfolds around the following issues:
- What distinguishes executives who make transitions successfully from those who are less successful?
- Strategies for successful leadership transition/ facing challenges and setting goals
- Team Effectiveness
- Aligning Expectations
2nd Session - Mastering Team Dynamics & Leading Teams with Impact
The second module focuses on competencies related with understanding and managing team dynamics and on leading with Impact.
The module includes a’ Movie Time’ session, during which participants will watch a film that will ignite them to learn, discuss and reflect on team leadership issues connected with influence, impact, empathy, alignment and management of perspectives.
3rd Session - Authentic Leadership
The third module focuses on authentic leadership and the value of authenticity for leadership excellence. It explores how the leader’s legacy may develop and it addresses the following leadership virtues.
- Self-awareness
- Tenacity/ Courage / Compassion
- Achievement of higher goals and meaning
- Work Life Balance
4th Session - Building a Culture of Learning Agility for Customer Service Excellence
Learning agility is described as the ability of an executive to excel at absorbing information from their learning and professional experiences and then extrapolating from those to navigate novel situations. In highly demanding customer service contexts, learning often stems from the customer service teams and the customers.
The module focuses on the following themes
- the ability to continually and rapidly learn, unlearn, and relearn mental models and practices from a variety of experiences, people, and sources, and to apply that learning in new and changing contexts to achieve desired results.
- Understanding complexity and non linearities of the Digital Era
Leading Positive Meaning through Team Belongingness
The session will build on the principles of positivity and the strengths of executives and Organizations and will focus on new research findings that indicate that the sense of belongingness and the process of connecting with teams and other professional, organizational and personal networks as well as learning networks, has a positive contribution to personal, professional and organizational development.
The session focuses on the following themes:
- The value of creation of strong and dynamic networks
- Building trust, mutuality and solidarity through networks
- Achieving team and personal goals
PARTICIPANT PROFILE
This program is addressed to:
- Senior Customer Service Leaders that wish to strategically lead their teams in the era of flux
- Customer Service Leaders that face the challenges of organizational/leadership transitions
- Organizational leaders that aspire to create and drive value for customer organizations and for their organization
FACULTY
CONTACT
To request more information please contact
Mrs. Maria Karadeli
Training Coordinator & P.R., Hellenic Institute of Customer Service
Tel: +30 210 6686370
email: [email protected]r
To get in touch with ALBA Executive Department please use the below information
Mrs. Maria Pappa
Tel.: +30 210 89.64.531-8
Fax: +30 210 89.63.302
e-mail: [email protected]
We would be pleased to address any enquiry you might have and to assist you in any way we can.