Managing the Service Difference is a program designed to provide managers and supervisors with coaching skills to support their teams in the skills learned in the Making a Difference Through Customer Service program. This workshop emphasizes the importance of building positive, effective relationships with service team members. Through challenging exercises, case discussions and role play, participants will have the opportunity for self-reflection, action planning and the sharing of ideas and experiences with other managers.

Managers will learn how to build, enhance and coach the customer service skills of their employees. They will look at their role as leaders in providing good customer service to their employees, so they in turn can reflect that service to your customers. The workshop will explore ways in which supervisors can empower their people to bring more energy to what they do, to be more responsible for their work.

Objectives:

• To build effective service strategies for participants’ work teams
• To enhance coaching skills
• To understand the attitudes and skills necessary for service excellence
• To provide tools and techniques for measuring service quality
• To share ideas and experiences with other managers

Topics Covered

• Your role as a leader - “walking the talk”
• Identifying behavioral styles and learning skill levels
• Time management and availability
• Problem-solving process
• Accountability and follow-up
• Mentoring and recognition impact
• Benefiting from internal customers relationships

Format

• Pre-workshop process includes research with management and participant pre-work exercise.
   
• Two-day facilitator-led session, with emphasis on participant interaction through practical exercise and group discussion.
   
• Participant feedback and facilitator’s recommendations are provided to management, with optional follow-up coaching available