Training Program Audiences
Responsible for planning, budgeting, policy and procedure development and implementation, and strategy formulation. Provides direction and guidance to a business unit or departmental function. Generally will report to a member of the executive team.
Provides supervisory direction to team members to ensure all responsibilities are are carried out and consistent with the defined brand strategy. Typically responsible for day-to-day operations, including hiring, coaching, and engaging direct reports.
Customer Facing Team Members
Employees directly responsible for the delivery of service and interactions with customers on a day-to-day basis. This is where defining moments in the customer experience come to life for the brand.
• Recognize their role in delivering a memorable customer experience • Gain fundamental skills for improving customer service • Be empowered to take ownership of challenges when they arise • Gain confidence to make each customer interaction memorable • Learn the importance of internal and external customer service
• Pin-pointing specific customer journeys to map • Developing customer personas • Identifying and recruiting appropriate internal teams and SMEs