Managing Service Excellence provides owners, managers and supervisors with the practical tools and skills they need to achieve exceptional customer service. The two full-day session is designed to help owners and managers solve “real life” service issues within a business. Participants also learn how to improve staff morale and the effectiveness of front line training.
 
Program At A Glance

Part 1 – Service Excellence Through Process

Module 1:  Knowing Your Customer

• Defining who your customers are
  
• The Experience Economy: what it is, and why it is important
  to your business
  
• Four step process for gathering and using customer
  feedback
  
• Calculating the value of your customers, and building
  customer retention through increased loyalty

Module 2:  Service Excellence Standards

• Identifying the two key dimensions of Service Excellence
  
• Prioritizing your service values
  
• Establishing and implementing Service Excellence Standards
  
• Communicating Service Excellence Standards by leading
  
• excellent meetings

Part 2 – Service Excellence Through People

Module 3:  Managing Service Performance

• Creating an effective hiring profile with a 10-step hiring process
  
• Five active listening techniques
  
• Using 7-step process to provide coaching and feedback
  
• Strategy for rewards and recognition
  
• The 3 keys for empowering your employees
  
• Examining how you lead your team, and learn how to break
  down barriers to team development

Module 4:  Service Excellence Strategy

• Service Excellence Assessment for your organization
  
• Problem Solving for effective management of Service
  Excellence
  
• Service Excellence Strategic Plan
  
• Action Plan for creating a service culture

Who Should Attend

• Owners
• Managers
• Supervisors

Session Details

• Two in-class sessions
• 7 hours per session
• Resource manual for future reference
• Certificate of Recognition upon successful completion

Contact us for upcoming workshops!