Service Leadership and 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.Â
- Service Quality Management
- Service Leadership CoachingÂ
- Managing and Measuring Service Performance
- Build Relations with Customer
- 5) Lead a Service Team
- Role Model The Service Vision
- Effective Management Competencies Series
- Effective Supervisory Competencies Series
Delivering Service Excellence
Delivering Service Excellence is about being in contact and connecting with the Customer. Staff will find the following trainings very much a valuable resource to help them know how to serve and respond to Customers requests and demands. The trainings are designed to equip staff with both Service Knowledge and Skills to apply them immediately back at their workplace.Â
- Delivering Service Excellence
- Handling Difficult Situation
- “WOW” Your Customer
- Say “Hello” to Service
- Reach For The STAR
- Provide GEMs Service
- Provide Excellent Written Service
- Service Frontliner Readiness Series
Organizational Excellence
Organizational Excellence is about having and setting Strategic focus and direction. The training programmes and workshops offered are designed to help Management lead their teams to change or transform from good to great in a a service environment. The concepts and theories covered are customized to enable Management Team members apply and drive change and performance in their organization.Â
- Building Mission, Vision & Core Values
- Developing Strategic Service Intent (SSI)
- Leading & Transforming Organization
- Benchmarking & Best Practices Visits
Team Excellence
Team Excellence is not done alone, it is not a one man show. Serving Customers is very much a service chain that requires teamwork and every member to play a critical role as a team player. Team Excellence is about knowing what is takes to work as teams to deliver re-sults from good to great. The trainings are designed to help team members function as high performance teams through cooperation and collaboration in their work.Â
- Service Quality Teams
- Building Internal Service PartnershipÂ
- Large Scale Team Events
People Excellence
Every service encounter be it face-to-face, telephone calls or the internet, requires service staff to project confidence, assurance and professionalism. People Excellence is about how we service providers have to be ever ready to serve and handle Customers situatons with confidence. The trainings are designed to equip staff with Service Skill to help them respond and resolve Customers problems and expectations.Â
- Proffesional EtiquetteÂ
- Effective Presentation Skills
- High Impact Trainer Delivery Skills
- Emotional Intelligence (EQ) in ServiceÂ
- Effective Problem Solving & Decision MakingÂ
- Winning Negotiation SkillsÂ
- Managing Change For Better Outcome
- Sales Through Service Skills
- Communicate and Relate Effectively at Workspace
Service Innovation
Service Excellence companies thrive by having a continuous improvement service culture that is embraced by everyone in the organization. Service Innovation is all about continuous improvement and a “Good is Not Good Enough” attitude. The programmes are designed to equip Managers and staff with Creativity and Innovation tools to help them develop not only innovative ideas but solutions that resolve their probmens and win customer confidence.Â
- Service Innovation at WorkÂ
- Leading Service Innovation at WorkÂ