Managing Excellence

Face to face duration: 2 days

Course Objectives

The objective of Managing Excellence is to give participants tools and techniques of how to increase external customer satisfaction by leading exceedingly performing teams. In a highly competitive service delivery industry, leading teams to excellence is just as important as monitoring success and benchmarking it against one’s vision and opponents.

The two (2) day course involves the skills and knowledge required to benchmark, monitor and lead customer service of the company to being the preferred service provider in its field. The course includes theory, models and tools managers will be able to take back to their working environments and use them as “Management Kits”.

Learning Outcomes

  • Identify skills and knowledge to manage excellence
  • Define and apply dimensions of quality service
  • Discover the art of leading exceedingly high performing teams
  • Coaching, mentoring and managing teams
  • Building commitment through trust
  • Identify how to benchmark and succeed

Audience

Mid- level to senior level management, whose main responsibilities are to drive external as well as internal customer service excellence.

Benefits

  • Understand customer service from the opponent’s point of view
  • Identify customers’ needs, wants and expectations
  • Defining the customer’s journey
  • Coaching, mentoring and managing teams
  • Building commitment through trust and empathy
  • Applying effective communication with internal and external customers
  • Excellence through products, people and processes
  • Increasing and maintaining customer satisfaction
  • Measuring output against input
  • Identify how to benchmark and succeed

Topics

  • Dimensions of quality customer service
  • Needs, wants & expectations
  • Leading highly exceeding teams
  • The 3 P’s
  • The customer’s journey and satisfaction
  • The matrix of benchmarking

Program Outline

Day 1

  • Personal attitudes, behaviours and skills
  • Company values and expectations
  • Defining the customer’s journey
  • Understand customer service from the their point of view
  • Identify customers’ needs, wants and expectations
  • Differentiating between external and internal customers
  • Coaching, mentoring and managing teams
  • Building commitment through trust and empathy
  • Building relationships and overcoming barriers

Day 2

  • Excellence through products, people and processes
  • Professional and personalised service for internal service champions
  • Applying effective communication
  • Praise me!
  • Defining standards of excellent customer care
  • Measuring and monitoring success
  • Understanding and implementing the matrix of benchmarking satisfaction
  • Delivering excellence and memorable experiences
  • "My journey, my commitment"

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Testimonials

"The Student Manual is a logical, carefully thought through and well presented document. The face-to-face facilitators are helpful, patient, knowledgeable and passionate. Thank you for the time and effort that blueVisions have put into preparing and supporting this course."

David Thorpe iiNet Australia

"Your personal contribution to our training has been invaluable. Your infectious high spirits and genuine want for our success have shone through. I sincerely thank you for your efforts over the past two years."

Stephen Davies Group Manager, Construction Services Group, NSW

"Your course made me realise how irrelevant what I was learning through my university course actually was to my job. Due to this, I will be seeking to complete the remainder of the modules in this diploma through blueVisions."

Damien Bleeker Project Coordinator, Liverpool City Council, NSW

"Thank you for a wonderful course....This has been by far the best development course I've ever been a part of."

David Darcy LSPSPO - Defence Materiel Organisation

"Having sat in at various times in both courses, as well as being present for the final summary and feedback sessions I was really impressed with the positive feedback and outcomes. The blueVisions trainers did an awesome job and really motivated and inspired both groups. The level of the course was spot on for each group."

Brian Clarke Leadership Development Coordinator, Gasco