Provided by: Effective Outsource Networks

Managing and Motivating Staff for Service Excellence 5 June 2012

Business and Management Skills

To have a healthy service culture where staffs are motivated to provide excellent service to the customer, it requires a manager who can take care of the day-to-day activities as well as to lead from the front.
Leaders has to make sure that objectives for delivering service are achieved and standards are met. They also need to constantly work with them so as to inspire, develop them and build an environment where staffs feel that they are being valued.
Benefits
After the workshop, participants will be able to:
-appreciate the importance of their roles as manager and leader in developing and motivating the staff towards excellent service
-apply the skills learnt to manage, develop and build a customer service team
Outline
Know your management style
Difference between a Manager and Leader
- What sets leaders apart from the crowd
- The characteristics of a customer service leader
Achieve the objectives/ goals
- Focus on results
- Monitor and measure results
- Do real work
Developing the Individuals
- Giving feedback
* Guidelines for meaningful feedback
* Types of feedback and how they can be given
- Coaching the staff
* What is a coach
* When do you coach
* Pitfalls in coaching
* Coaching steps
* Other coaching strategies for frontline staff
- Instructing the staff
* Steps in giving instructions
Build the team: Value the people
- Understand what motivates the staff
- 5 things you can do to build a cohesive team
- Recognition and rewards
Methodology
Participants are guided through practical steps of the topic with a combination of lectures, activities, discussions, presentations, role play and video.
Who Should Attend
Manager and supervisors who need to oversee the development and management of customer service professionals.
Course Details
Course Date 5 Jun 2012
Time 9am to 5pm
Venue Stamford Road, near Dhoby Ghaut MRT
Early Bird Closing 15/ 5/2012
Fee Per Participant
S$310. 30 (Early Bird)
S$353. 10 (Normal)
S$278. 20 (Member)
Fee is inclusive of 7% GST, training materials and tea breaks.
SDF-Approved Yes
Trainer
Ms Chua Bee Choo
Participants will receive a Certificate of Attendance upon course completion.
This is primarily ilt training
Duration:7 hours
Training Presented in:English
Training Provided by Effective Outsource Networks
About The Training Provider: Effective Outsource Networks
Effective Outsource Networks - Established in 1996, Effective Outsource Networks (EON) specialises in providing human capital consulting and training services to organisations in Singapore. It has helped organisations improve on day-to-day human resource operations through three main areas of support, namely, information service, consulting, and training. In January 2013, EON was incorporated as EON Consulting & Training...
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