Service Excellence – WSQ Module WSQ The Service Coach هذه الدورة تدرس باللغة الإنجليزية

تفاصيل الدورة

INTRODUCTION

Organizations with clear service standards provide direction for employees to work towards. Supervisors have the important role of enabling employees to uphold these standards. How do supervisors ensure that employees consistently perform at the required service standards? What difficulties do employees experience in doing so? Besides, monitoring and communicating performance levels to motivate the service team, coaching is an effective way to raise performance standards.

This course is conducted by Capelle Academy (CET).

OBJECTIVES

At the end of the program, participants should be able to:

• Recognize the importance of the organization’s service standards in attaining service excellence
• Assess gaps between actual performance and organization’s service standards
• Prepare coaching plan
• Use coaching techniques to address service performance issues
• Monitor service performance levels for effectiveness of action taken

METHODOLOGY

This program will feature the following learning methods:

• Discussion and exercises
• Individual and group activities
• Role play
• Skills practice
• Short lectures

WHO SHOULD ATTEND

This program is designed for supervisors and managers