Customer Service Change Leadership Program

Keeping the Brand Promise

Facebook Twitter Email

“This customer service change leadership program provided me with skills that will really help me to guide my employees through the change process. It helped me formulate the conversations we need to have about change.”

Project Manager | Transmission and Distribution Business Unit | Southern California Edison

Change adopting organizations are infinitely better prepared for the realities of today’s marketplace than are change averse organizations. Today, organizations must be able to:

  • A high and increasing rate of change

  • Undertake a broad range of initiatives

  • Respond to advancements in technology and knowledge

This four-hour interactive customer service leadership session explores the challenges leaders face when dealing with change themselves and when they are responsible for leading others through change.

Program Objectives:

  1. Increase your awareness of behaviors, emotions, and performance that individuals and teams experience throughout change
  2. Gain skills necessary for leaders in a Change Adopting Environment
  3. Conduct more powerful feedback sessions

Workshop Outline:

I.  Module One: Individuals Who Adopt Change

  • Recognize your own comfort level with adopting change

  • Identify impending change

  • Understand why people resist change

  • Create personal strategies for adopting change

II.  Module Two: Leading in a Change Adopting Environment

  • Describe the elements of a long-term leadership approach for creating a change adopting environment
  • Describe the elements of a short-term leadership approach for change adopting situations
  • Help other team members adopt changes
  • Plan your leadership actions

Target Audience:
All managers, supervisors, and team leaders with the responsibility to coach others through change

To speak with an LSA Expert to learn about the customer service leadership program customization and delivery options for your company, please contact us.

We engaged with LSA Global to support our Customer Service Improvement initiative to develop and enhance the awareness and importance of good customer service within our Corporate Business Services group. We wanted to deliver a solution that would positively influence and shape internal behaviors and customer behaviors.

LSA Global, through their partnership process, demonstrated their value proposition. By first understanding our desired outcomes, only then could an effective solution be designed and delivered. Their consultant was well prepared, engaging and really drove a cross-functional, multi-level audience, to see a “basic” concept in profound and impactful ways.  We will look to LSA Global for these and future needs.

Stanley Newman
Customer Service Manager


We needed a way to improve customer training. We had to reach a disparate group of people in a very short period time. LSA gave us a new training methodology and a better way to go to market with our customer training that improved their experience and our brand positioning.

LSA delivered exactly what we needed and exceeded our expectations.  Thank you.

Hinda Chalew
Vice President of Marketing

Having gone through many leadership development programs it can be said that my approach was reasonably skeptical at first. The analyst in me has concluded it was your method; which was almost conversational and so cleverly delivered I initially missed it, which is the mark of a great facilitator.

In the program several leadership tools were employed, props such as the familiar movie clip, interaction games with peers; the text and reference guides, the analysis and profile of team members by peers and facilitated conversation to name a few. These tools, created scenario based, referenced learning that could be immediately translated into the work place. That coupled with the follow-on coaching sessions have been the key to the development. I am pleased to have attended the LSA Global Program and even more so feel privileged to have had you as teacher and coach.

Edison Stephen
VP Customer Service


We were all very impressed with LSA’s call center consulting efforts and extremely satisfied with the recommendations. Our intention is to take the many recommendations and implement them in our Call Center.

Ron Shell
SVP Business Development


We engaged with LSA Global to share best practices around Rapid Instructional Design and to develop, design, and deliver an session that taught our property owners the benefits of our Customer Loyalty program.

We found their experts to be collaborative, insightful, prepared, and nimble, especially given that the time frame for the project became compressed.

We look forward to continuing our strategic partnership.

Annmarie Fairweather
Vice President Brand Service

We partnered with LSA Global to help us provide the most effective customer service skills for our associates. Guided by our Promoter Satisfaction scores, we sought to partner with an organization that could provide customer service training and consulting programs for a diverse set of employees, communicating with customers via phone, email and in person, and with varying levels of knowledge and tenure. I’ve already gotten emails from customers saying that they’re seeing a change.”

Field Service Leader


I want to personally thank you.  The effective presentations skills and leadership coaching  exceeded our expectations.

You gave our consultants practical tools and insights they could walk away with and immediately utilize.

Thank you for being so professional, yet fun, to work with.

Jennifer Morgans
VP Customer Experience

We engaged with LSA Global to train our Call Center Customer Service Managers and Team Leaders how to be effective coaches. We wanted our CSMs and TLs to be able to conduct the “hard” conversations around performance, to create a coaching environment that encourages our agents to be self-motivated, and ultimately to create a better experience for our consumers. LSA’s facilitator was able to tailor the content and deliver it in way that really demonstrated a deep understanding of our needs and left our CSMs and TLs wanting more!

Jane Pearson-Wray
Continuous Improvement Manager


Evaluate your Performance


Get key strategy, culture, and talent tools from industry experts that work


Health Checks

Assess how you stack up against leading organizations in areas matter most



Download published articles from experts to stay ahead of the competition



Review proven research-backed approaches to get aligned



Stay up to do date on the latest best practices that drive higher performance


Client Case Studies

Explore real world results for clients like you striving to create higher performance