SERVICE LEADERSHIP MANAGEMENT

Service Leadership and Management is about leading, managing, and measuring performance. The following workshops are designed to help Managers and Team Leaders lead and coach their staff in daily operations and long term goals. As the staff actively go about their routines, leaders also learn to monitor, track and evaluate performance using tools covered in the workshops.

SERVICE QUALITY MANAGEMENT

This is a 2-Day Leadership and Management Workshop for  Managers to acquire  Service Quality Management concepts and tools to enable them to lead, drive and monitor their teams to deliver service experiences that win customers and their loyalty.

PROGRAM FOCUS:
•    The Roles and Focus of Leaders in Service Quality
•    Service Quality Management
•    Managing Customer Experience & Service Chain
•    R.A.T.E.R  of Service Quality

SERVICE LEADERSHIP COACHING

This is a 2-Day  Supervisory Leadership and Management Workshop that will help Supervisors and First Level Managers to  apply service leadership and coaching tools to develop their subordinates in interacting and handling customer situations. They will apply the Practical Coach Approach to lead and guide their subordinates to engage with Customers.

PROGRAM FOCUS:
•    Building Service Culture
•    Being a Service Leader
•    Developing Practical Coach
•    Inspiring
•    Encouraging
•    Challenging

MANAGING SERVICE PROCESS

Service Excellence companies deliver consistent service quality by focusing on continuous improvement. This 1-Day Management Workshop is for Managers to enable them to identify and map out their service processes called Service Process Mapping. The Mapping is to provide  the Big Picture of all the service processes that enables Managers to pin point bottlenecks and opportunities to improve service delivery.

PROGRAM FOCUS:
•    What are touchpoints and Service?
•    Service Process Mapping
•    Opportunities and Bottlenecks
•    Change and Alignment

MEASURING SERVICE PERFORMANCE

This 1-Day  Workshop is designed for Managers and Supervisors to learn and apply service Measurement Tools to track, monitor, and measure service performance from the back-end to  the  direct contact point with Customers. These tools will help them identify fail-safe measures to improve the service delivery processes.

PROGRAM FOCUS:
•    Behind The Service Quality Measurement
•    Measuring Front End Service Performance
•    Measuring Back End Service Performance
•    Surveying The Voice of Customer