Note:  Our September program has concluded.  Check back for updates and mark your calendars for March 5-9, 2018 for our next Strategic Service Institute!

Program Overview

The Services Leadership Institute is now the Strategic Service Institute.  The Institute brings new knowledge, frameworks, and approaches into an actionable learning journey specifically for service foundations and strategic services leadership.

Attendees examine operational frameworks and take steps to achieve implementation.  SSI is a highly interactive program where participants bring their specific challenges, share current issues, and develop action plans to enable you and your team to lead and transform your service organization.

What makes SSI unique?

  • Focused: Participants bring with them a specific services challenge that will be worked on during the course of the program with guidance from faculty experts.
  • Executive Coaching: An executive coach works directly with participants to develop an action plan for their particular service challenge.
  • Networking: Valuable connections are made with other professionals and program faculty during the program and beyond.

SSI Faculty and Presentations

Sept. 11 – 13, 2017
Module 1 – Service Management

Essential toolsets to develop (or improve!) the foundation for outstanding organizational service performance. Participants will return with the practical, fundamental managerial knowledge base to vault the organization to the next level of service excellence NOW.

This module provides participants a solid command of the key levers associated with service excellence. Moreover, this content provides a foundation for the Advanced Service Leadership Module.All team members with a hand in service design and delivery from the CEO to front line management, benefit from sharing a common foundational language pertaining to the tools in the “service toolkit” and how best to leverage them.

The Service Management Module provides this common foundational language, as well as the practical tools to design and deliver service on an operational level.

At the conclusion of this learning experience, each attendee will receive a Certificate in Service Management.

Topics Covered: Components Underpinning Excellence in Service Delivery; Designing the Service Experience with Service Blueprinting; Implementing and Delivering the Service Experience; Understanding the Impact of Service Experience on the Customer

Each module may be taken individually, or together over the course of five days. To derive the greatest benefit, multiple persons from the same organization should attend both modules.

Download information sheet


Sept. 13 – 15, 2017
Module 2 – Advanced Service Leadership

Leverage the tool sets acquired in Module 1 to strategically pilot the organization to the NEXT levels of service excellence.

For individuals with considerable understanding of service excellence, the Advanced Service Leadership Module provides a deeper, more strategic approach to identify what’s NEXT for your organization’s service frontier – and how to chart a course to get there.Cutting-edge strategies associated with advanced service leadership will be explored in this module, to expand the skill set of individuals who are charged with leading in highly dynamic, competitive service contexts.

At the conclusion of this learning experience, each attendee will receive a Certificate in Advanced Service Leadership.

Participants in Module 1, as well as participants in past Strategic Leadership Institutes, Module 2 provides entirely new and different material.

Topics Covered: Unleashing Service Growth; Getting Closer to the Customer; Capturing Value from Services to Secure Profitable Growth; Leading the Service Organization

Each module may be taken individually, or together over the course of five days. To derive the greatest benefit, multiple persons from the same organization should attend both modules.

Download information sheet


Pricing and Registration