Creating A Customer Focused Workgroup
In order for any long term improvements in quality service to be accomplished, it is critical that managers and supervisors demonstrate a commitment to service excellence through their own management style and actions.
This two-day program supports The Service Advantage seminar and helps managers to develop and implement a team approach to solving service breakdowns and improving quality service within their own sections.
The three modules of this program focus on the manager's ability to listen and behave in a way that motivates employee involvement in the service improvement process.
Module 1: Quality Relationships
Establishing and maintaining positive relationships, with both staff and customers, is crucial when fostering an environment that is centered around service quality. In order for managers and supervisors to create such an environment they need to develop their skills in four primary areas:
- Modeling the desired service skills
- Coaching and developing staff in service skills and attitude
- Rewarding and recognizing service excellence
- Creating effective teams through enhanced listening skills
Module 2: Quality Solutions
Using the principles of empowerment and the often untapped resources of employees, managers will practice facilitating problem solving sessions that produce quality service solutions rather than short-term fixes. Topics addressed include:
- Facilitating an effective team meeting
- Using the SCG service problem solving process
- Organizing an implementation plan
Module 3: Quality Processes
By building on the aspects of service management covered in the previous two modules, participants learn how to implement systems that help ensure a continuing focus on customer satisfaction. Areas covered in this module are:
- Finding effective means for communicating the importance of service throughout the department
- Measuring customer perception and gathering feedback on the service offered
- Developing quality service standards and goals
"It is critical that managers and supervisors demonstrate a committment to service excellence through their own management style and actions." |
