| Short Description |
Participants in this workshop will be given tools and processes that will allow them to effectively and successfully manage and lead a team in a service environment. |
| Duration |
2 Days [non-consecutive] |
| Who Should Attend |
The manager, owner or supervisor who has the responsibility for the day-to-day management of service staff employed in a business that has a high degree of customer service focus. |
| Pre-requisites |
There are no pre-requisites for this programme. |
| Key Subject Areas |
- Develop a customer service philosophy and culture within the organisation.
- Provide the incentive to embrace appropriate management philosophies and techniques by using various self-appraisal tools.
- To appreciate the impact of good customer service on revenue and profit.
- Learn techniques to identify and write workable customer service standards.
- Identify four components on which to evaluate staff performance.
- Learn how and when to use the skills of counselling versus coaching.
|
| Learning Outcomes |
This workshop will enable the participant to
- Understand the role of the manager/supervisor.
- Understand the concept of 360 degree feedback, how it relates to Services Management Practices and how it can help personal improvement, strengths and potential.
- Be able to write performance service standards, how to communicate these to staff and be able to undertake a performance review.
- Know how to initiate performance improvement strategies.
|
| Certification |
Following successful completion of the KiwiHost Managing Service in Your Business workshop, participants will receive an internationally recognised KiwiHost certificate. |
| Materials Supplied |
Each participant will receive a 136 page resource book, 80 page workbook, a Memory Jogger and CD. |
| Presentation Method |
Facilitator-led with highly interactive material, including video examples, exercises and discussion. |