Introduction

 

All service strategic initiatives are of little use unless it is implemented on the shop floor. The important components that play the key role in implementing those initiatives are the team managers and the shop floor supervisors.

 

In business environment, where change is constant and employees have choices; managers need to do more than just manage the performance but to LEAD the staff towards excellence. To be effective, managers need to be the role model for service excellence and be identified as the service leaders.

 

Our focus to in providing the managers with right mindset, skills, knowledge and practical tools on how to manage and lead the customer service teams towards delivering excellent customer service in a way that is aligned with the organization values, goals and objectives.

 

 

Who Should Attend

 

Service team managers, shop floor supervisors and team leaders

 

 

What they will learn

 

of their team and the achievement of organization’s objectives.

performance team

goals and objectives

 

 

Methodology

 

The program will be conducted using a combination of

lecture, discussion and simulation activities.

 

Typical duration is 1 to 2 Days (9am – 6 pm).