Course details
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
Updated on 08 November, 2015Course Location
About Organisational Development Concepts Pte Ltd
We_The was established by a team of professionals passionate on OD who saw the increasing demand for customised training intervention, and the increasing need of a one stop provider.
The We_The management team have more than 47 years experience in the OD and HRD fields. Together with its in-house management consultant and a team of 80 associate trainers as well as subject matter experts in various fields, we are here to serve and support your organizations developmental needs.
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