The Manager's Role in Service Quality Leadership
In today's economic environment, an organization must build and maintain a competitive advantage over its competitors in the same marketplace. To achieve this, senior managers and executives must be seen to have the competence in service quality leadership to be able to develop a compelling and solid differentiation strategy for their organization that will give it that unique edge over its competitors.
This program is designed to create an appreciation of the importance of the role of the senior managers in having a vision of superior service for the organization, communicating that vision, and constantly promoting it to the followers to embed a service culture in the organization. Participants go back to the workplace armed with a series of guidelines to develop, promote, and embed a service culture in their organization. They will have a defined service strategy to effectively raise the levels of service delivery.
What Will You Learn
- An enhanced understanding of the importance of your role in leading service providers.
- An enhanced understanding of the strategies for building a world-class service team
- The importance of creating significant emotional events at the workplace that will encourage team members to embrace discretionary effort.
- An enhanced understanding of the strategies for empowering service providers.
- An enhanced understanding of the importance of motivating service providers.
- Increasing customer retention.
- The six critical steps to "customerizing" your organization.
- Strategies for promoting and embedding a service culture in the workplace.
- Strategies for managing the service encounter at the workplace.
Who Should Attend
Heads of departments and managers.
Fee
$90,000 JMD
