Service Leadership - Leading the Service Charge

What’s in it for my organization?
Service leaders are the prime movers and drivers of service transformation within the organization. Leading a team of highly motivated service staff will result in consistently spectacular service and a stream of satisfied, repeat customers. Service leadership is paramount in developing and inspiring service staff to provide exceptional service through effective coaching. Serving internal customers will lead to improved service delivery and greater productivity. Leave a service legacy in your organization today!

Who would benefit from this learning experience?
• Supervisors and Managers

What will I experience?
• The Role of the Supervisor in Leading and Modeling Service
• Coaching & the Frontline Leader
Definition & Necessity of Coaching
Responsibility & Challenges of Coaching
Benefits of Coaching
Barriers to Successful Coaching
• The Effective Coach
Communicate service standards and expectations
Observe service performance
Affirm and encourage good service
Correct poor service
Hero – service role models
• Giving & Receiving Feedback
• The Practical Coach
Recognizing & Reinforcing Good Work
Correcting Poor Work Performance
Correcting Poor Personal Habits
Managing Repeated Performance Problems
• Skills Practice and Feedback
• Nurturing the Service Culture
Service SPA
Coaching Observations and Feedback
• Reflection & Action Planning

Duration
2-day session
(16 training hours)

Course Fees
For enquiries on course fees, please contact the below-mentioned.

Course Dates
In-house training only.

Contact Person
Lilian / Serene
Tel: 6225-7811
Email: enquiries@oticonsulting.com

In-house training may be conducted for your organization, please contact above-mentioned.