Leading A Multi Generational Team Delivering The Customer Experience Journey

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In a multi-generational workplace, connecting, engaging and leading a team that is united, delivering a consistent superior service experience is a key challenge to the customers of today who span six generations.

Over two decades of research dedicated to the customer experience and service delivery, Michelle shares her knowledge of the generational drivers in customer expectations and service delivery including teamwork and leadership unity. Real case scenarios delivered in a fun and authentic manner will have you writing up your action plan on the back of the napkin, with aha moments and realisation of why the culture in your organisation is not what you had imagined.

In this presentation you will learn:

  • Multi-generational customer expectations and service delivery
  • How to optimise the potential of your team
  • Equipping your team to deliver a superior customer service experience
  • Understanding the importance of a united leadership team
  • Discovering the generational diversity in your workplace
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