Assignment: The Role of Leadership in Providing Excellent Customer Service Presentation Essay

I’m working on a health & medical question and need an explanation and answer to help me learn.

Illustrate the role of Leadership in providing excellent Customer Service.

Instructions

You are a Vice President of a community bank with eight suburban branches throughout a major city. The President of the bank has asked you to lead an initiative with employees on how to develop leadership skills so that they can be considered for management positions within the organization.

Create a PowerPoint presentation to be presented to the bank’s employees, including the President and upper management, and include the following information:

Introduction

Explain the importance of an organizational culture focused on customer service for the community bank.

• Include key elements of a customer service culture.
• Describe the top characteristics, from your perspective, for leadership in a customer service focused organization, such as the community bank.

The best customer service organizations have many things in common. I believe the most important is that its leadership focuses on customer service and the customer experience. Check yourself and your leadership against these four strategies.

1. Leaders dedicate dollars, time and creativity to training. They know employees must have ‘state-of-the-art’ skills as well as a desire and motivation to serve. How creative is your training? Is it ‘just in time’ for customer initiatives and needs? Is enough time spent in the new hire employee orientation?

2. Leaders have a focus on people and processes. They realize the best employees can’t adequately serve if the processes are not customer friendly. Customer needs and company processes are often in conflict. What bureaucracy issues do you deal with and eliminate? Ask your employees what processes need to be fixed. Look across departments and determine how to create a seamless experience for the customer. I know most of you have done this already. It is time to do it again.

3. Leaders keep the customer focus upfront in team meetings. The agenda includes the latest customer data, the voice of the customer, opportunities to discuss improvement ideas and recognition of great service efforts. Keep the meetings short and relevant. What needs to be changed about your team meetings? How much time is spent talking about real customer issues?

4. Leaders at the best organizations are visible, great cheerleaders and story tellers. Employees need to be inspired and included. Do you spend enough time with the customer facing team? What stories do you need to tell when in front of the employees? How are you inspiring the team to deliver a great experience?

Customer focus is an everyday activity. Leaders make certain that their time and actions are consistent with the expectations of great service and experience delivery. What must you do today to make a difference?

Welcome to class

Hello class and welcome to the class and I will be your instructor for this course. This is a -week course and requires a lot of time commitment, organization, and a high level of dedication. Please use the class syllabus to guide you through all the assignments required for the course. I have also attached the classroom policies to this announcement to know your expectations for this course. Please review this document carefully and ask me any questions if you do. You could email me at any time or send me a message via the “message” icon in halo if you need to contact me. I check my email regularly, so you should get a response within 24 hours. If you have not heard from me within 24 hours and need to contact me urgently, please send a follow up text to.

I strongly encourage that you do not wait until the very last minute to complete your assignments. Your assignments in weeks 4 and 5 require early planning as you would need to present a teaching plan and interview a community health provider. I advise you look at the requirements for these assignments at the beginning of the course and plan accordingly. I have posted the YouTube link that explains all the class assignments in detail. It is required that you watch this 32-minute video as the assignments from week 3 through 5 require that you follow the instructions to the letter to succeed. Failure to complete these assignments according to instructions might lead to a zero. After watching the video, please schedule a one-on-one with me to discuss your topic for your project by the second week of class. Use this link to schedule a 15-minute session. Please, call me at the time of your appointment on my number. Please note that I will NOT call you.

Please, be advised I do NOT accept any assignments by email. If you are having technical issues with uploading an assignment, contact the technical department and inform me of the issue. If you have any issues that would prevent you from getting your assignments to me by the deadline, please inform me to request a possible extension. Note that working fulltime or overtime is no excuse for late assignments. There is a 5%-point deduction for every day your assignment is late. This only applies to approved extensions. Late assignments will not be accepted.

If you think you would be needing accommodations due to any reasons, please contact the appropriate department to request accommodations.

Plagiarism is highly prohibited. Please ensure you are citing your sources correctly using APA 7th edition. All assignments including discussion posts should be formatted in APA with the appropriate spacing, font, margin, and indents. Any papers not well formatted would be returned back to you, hence, I advise you review APA formatting style. I have attached a sample paper in APA format and will also post sample discussion responses in subsequent announcements.

Your initial discussion post should be a minimum of 200 words and response posts should be a minimum of 150 words. Be advised that I grade based on quality and not necessarily the number of words you post. A minimum of TWO references should be used for your initial post. For your response post, you do not need references as personal experiences would count as response posts. If you however cite anything from the literature for your response post, it is required that you cite your reference. You should include a minimum of THREE references for papers in this course. Please note that references should be no more than 5 years old except recommended as a resource for the class. Furthermore, for each discussion board question, you need ONE initial substantive response and TWO substantive responses to either your classmates or your instructor for a total of THREE responses. There are TWO discussion questions each week, hence, you need a total minimum of SIX discussion posts for each week. I usually post a discussion question each week. You could also respond to these as it would count towards your required SIX discussion posts for the week.

I understand this is a lot of information to cover in 5 weeks, however, the Bible says in Philippians 4:13 that we can do all things through Christ that strengthens us. Even in times like this, we are encouraged by God’s word that we have that ability in us to succeed with His strength. I pray that each and every one of you receives strength for this course and life generally as we navigate through this pandemic that is shaking our world today. Relax and enjoy the course!

Sincerely,