Creating and Managing a High-Quality and Service-Oriented Environment
WHO SHOULD ATTEND: Managers, Supervisors, Team Leaders
COURSE DESCRIPTION: It has been said, “There is nothing more difficult to plan…nor more dangerous to manage than the creation of a new order of things." Consequently, companies spend substantial time and money on introducing and implementing effective, improved ways of providing a service-oriented environment.
This course focuses on the challenges management faces in introducing a quality customer service philosophy throughout their organization. It will explore ways to gain the support of the entire organization, as well as methods for how to align the culture, environment, infra-structure, goals and reward systems to create an organization that is recognized as a provider of exceptional customer service.
COURSE BENEFITS: Participants will be able to:
Create an organization with a powerful reputation for quality service
Create effective ways to address resistance, methods, tools, and processes for implementing and sustaining service efforts
Develop systems which ensure total organization buy-in
Design a plan for supporting and motivating, to create an organization dedicated to customer satisfaction, along with a reward system for excellence
Establish quality service standards and ways to measure customer satisfaction in bottom line terms
Create reward systems that reinforce behaviors that deliver exceptional quality service
Understand the roles of selection, training and performance management
LENGTH: Two days
RELATED COURSE RECOMMENDATIONS: Creating and Managing a High Quality, Service-Oriented Environment, Quality Improvement