Managing & Leading Service People
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The service industry is unique in that it is heavily reliant on the human factor. People performance makes or breaks service. Books and training programs conventionally prescribe generic ways to lead and motivate people. Like service, people are far from generic. This program looks at using different people management techniques for different service operations.
Objectives:
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Use 4 different management styles for different service operations and people |
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Motivate service personnel through different empowerment, delegation and recognition means
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Practice the 4 management styles of directing, problem solving, coaching and delegating
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Model key Service Leadership behaviours and practices
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Target Audience
This program is for all managers and executives overseeing
service operations and people.
Accompanying Assessment: Customer Service Commitment Profile
Service Management Series:
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