Leadership Training
Lead Teams That Deliver Great Service Every Day
Leadership training that equips team leaders, supervisors and managers to coach, empower and hold teams accountable for great service, delivered on site or virtually across Jamaica, the Caribbean and the United States.
What Your Leaders Will Learn
Leading Empowered Teams
The Service Quality Institute programme that gives leaders the tools to empower their people to solve problems and own the customer experience.
Coaching for Service
Practical coaching conversations that build skills and confidence on the front line.
Accountability Without Micromanaging
Clear standards, follow up and feedback routines that keep service consistent every day.
Leading With Emotional Intelligence
The self awareness and people skills to stay calm and lead well under pressure.
Difficult Conversations
How to address performance issues and conflict in a way that is respectful and direct.
Virtual or On Site
Half day, full day or multi session programmes, delivered in person or live online for teams of any size.
Why Organizations Choose This Training
- Every programme is customized for your organization based on your specific needs, your customers and your service standards
- All programmes come with a participant workbook, a laminated skill reminder card and a certificate of accomplishment
- Licensed Service Quality Institute trainer for Leading Empowered Teams
- Leaders leave with a practical plan to reinforce service standards long after the training day
- 50,000+ professionals trained across Jamaica, the Caribbean, the United States and Africa
Frequently Asked Questions
Who is leadership training for?
Team leaders, supervisors and managers, including new managers who have been promoted from the front line and now lead the colleagues they once worked beside.
What is Leading Empowered Teams?
Leading Empowered Teams is a Service Quality Institute programme that shows leaders how to give their people the confidence and authority to solve customer problems on the spot. I am a licensed trainer for this programme.
Can the training be customized for our organization?
Yes. Every programme is customized based on your specific needs, your service standards and the challenges your leaders face.
What do participants receive?
All programmes come with a participant workbook, a laminated skill reminder card and a certificate of accomplishment.
Can it be delivered virtually?
Yes. Sessions are delivered on site or live online, and hybrid sessions are available for teams across more than one location.
How do we get started?
Book a free 30 minute CX strategy conversation. We will talk through your goals and I will recommend the right next step for your organization.
Ready to turn customer experience into retention, reputation and revenue?
Book a free 30 minute CX strategy conversation and leave with clear next steps for your team.