Who do you follow, anyway?

Customer Service Training

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Why choose Who do you follow, anyway?

During this training, participants will learn about how the leader-follower dinamic get to influence the organization’s relation with external partners and how to make your organization leader by multiplying leadership processes at all levels. Effective Customer Service techniques are consistent with a healthy organizational culture based on partnership called leadership.

Who should attend this training: middle and top managers.

Benefits: after establishing leader-follower’s dynamics, the next step is to expand the relationship to the outside, from employees to the customer via a customer service strategy that creates a reputation for outstanding customer experience.

Course objective:


Create a satisfying experience for the employee and a unique one for the client. In the end, all parties involved will get to feel the contentment based on the leadership way of interaction.

Course topics:

Organizational culture is oriented towards satisfaction management or customer satisfaction?

Are you aware of the link between management style and employee productivity?

Your employees are seen as the most important client?

What are the three essential skills needed to have a successful approach within the team?

How important is the emotional customer experience?

It is absolutely clear to senior management that employees can not treat the customer better than they are treated?

Employees are wondering how they can serve customers better, faster, cheaper?

There are tangible and intangible motivator for employee performance?

Course schedule:

08:45 – 09:30 – Welcome Coffee

09:30 – 11:00 - Who do you follow, anyway? 1 with Jim Bagnola

11:00 - 11:15 – Coffee Break

11:15 – 13:00 – Who do you follow, anyway? 2 with Jim Bagnola

13:00 – 14:00 – Lunch break

14:00 – 15:00 – Who do you follow, anyway? 3 with Jim Bagnola

15:00 – 15:15 – Coffee Break

15:15 – 16:45 – Exercises, action plan

16:45 - 17:00 - End of the event

Methods used in the course:

- Exercises and case studies

- Each theory illustration

- Experiential methods

- Assignments and exercises

Articol training


Jim Bagnola

Jim Bagnola is an international speaker and executive coach, becoming CSP (Certified Speaking Professional) 6 years ago. This distinction given by the National Speakers Association has so far been provided for just 600 professional speakers around the world, which places him among the top speakers in North America. Jim was also included in the Top 30 Professional Leaders in the World between 2006 ...

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Our clients' opinions:

This workshop made me realize that I have been concentrated so much attention on the company's clients that I forgot that my own employees are also our customers.

- Participant workshop

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