Exceptional service must start with senior managers. Service leadership involves staying in touch with customers, creating a 'service culture', leading by example, and gaining staff commitment.

This two-part module covers the role senior managers must play to ensure that their organisation provides excellent service.

Video 1: It Starts at the Top

This video highlights the need for organisations to provide excellent service and outlines key service management tasks essential to achieve this goal.

Video 2: Staying in Touch

This video explores the reasons for staying in touch with customers as well as giving specific techniques for doing so.

1. The need for service
2. The role of senior managers
3. Strategic planning
4. Staying in touch with customers
5. Developing a 'service culture'
6. Leading by example
7. Gaining staff commitment