Strategic Service Leadership

Maximizing Customer-Lifetime-Value

Higher customer satisfaction. Greater efficiency in service delivery. This leadership workshop is designed explicitly for customer service leaders who want to optimize their business. It will help you provide structure, direction, clarity and sustainability to your operational improvement efforts.

Value to your organization

  • Understand the drivers of Customer-Lifetime-Value
  • Learn how to design strategic questions that determine the focus and direction of your organization
  • Know why people perform the way they do
  • Learn the essential tools that leadership needs to run your service business holistically

KT Strategic Service Leadership Workshop

Managing your service business, strategically

Strategic Service Leadership focuses on three phases of strategic service leadership:

  • Assess the Current State by understanding the drivers of Customer-Lifetime-Value
  • Define the by answering strategic questions, leaders determine the focus and direction of your service organization
  • Align the Performance Environment by changing the desired behaviors is how to drive change throughout the organization


We are about building capability

We build true capability within your people and organization. This is not achieved by skill development alone. Adoption is the driver of results. That’s why we work with you to maximize the ROI from your “people investment” by:

  • Clarifying your capability development objectives and how they tie to your business success
  • Identifying areas of emphasis for development and how the new skills will be applied inside your business
  • Helping you identify critical elements in your company’s performance environment that support or hinder the capability development process
  • Pre- and post-skill development support and coaching to ensure we maximize the skills transfer from the “workshop room” into the real world

Interested to maximize your Return On Investment?  Learn more about our Results Model