Energize your managers to create an environment that works for your customers and your staff. The secret to delivering outstanding customer or guest service is first understanding that managers set the stage for customer service excellence
Recent research shows that most people don't leave organizations they leave supervisors. A managers and supervisor's ability to create an environment for customer service excellence depends upon their training.
Therefore, this workshop needs to be implemented prior to any customer service training for front line team members. It is much easier to learn, practice, and consistently apply excellent service techniques when our environment supports the effort. This comprehensive training process will build the infrastructure for excellent service to thrive.
Designed for
Supervisors and managers who work in a service environment and want to boost service levels and increase employee accountability and motivation to deliver outstanding service.
Module I: Inspire People!
Management's role is to model essential practices that are exemplary for the front line staff. Explore the key elements to inspire your people to perform to their potential! Your managers will master the following essential practices:
Generating a spirit of service
Leading by example
Developing your people
Building trust
Focus the organization on customer needs
Module 2: Managing Feedback and Communication!
Organizations renown for customer service excellence take feedback from customers and frontline staff seriously! Your managers will master the skills to manage feedback and communication thus improving your service and your business.
Build systems for getting customer and staff feedback
Create strategies for responding to feedback
Generate positive energy through feedback
Module 3: Measuring Service!
Do you know what is most important to your customers about your service? Are you measuring it? Your managers will master a simple yet comprehensive approach to measuring service that will excite people.
Design measures for service areas that are important to your customers
Build measurement into organizational and staff performance
Make measurement fun and motivating for everyone
Module 4: Recognizing Excellence!
Staff recognition is often the first to falter when the going gets rough. Many times managers don't have the skills or the time to recognize others. Your managers will master the skills of recognition, both formal and informal, and create strategies to build excellence into performance.
Identify what people value about working for you
Develop service standards and build them into jobs
Energize staff to delight customers through effective recognition
Organizational Benefits
Internal customer service practices increases morale and reduce turnover
Company image represents the highest of service standards
Positive word of mouth about your service increases sales
Increase productivity through a positive work environment
Managing in a Service Environment![[images] sepmeveryone.jpg](http://www.think-training.com/images/sepmeveryone.jpg)