Service Managers Training Course

A three-day in-company training programme3 Days - On Request

This course is one of our standard in-company programmes and can be delivered to your people at a venue and date of your choice. If it is not exactly what you want then we can either create a tailored course based on our extensive library of standard course materials or produce a fully bespoke training course for you.

Course Overview:
This course is designed specifically for those managing service teams. It examines the key ingredients of world class customer service and shows how you can train and motivate your staff to deliver outstanding service. This course will reinforce your knowledge of the key management skills and techniques needed to effectively manage the service operation.

Programme Contents

Managing the Service Team
The Principles of Management
The Process of Teambuilding
Service Managers or Leaders?
The Service Team and Business Process
Managing Customer Care
Quality and Service - The Customer View
Motivating the Service Team
- Self Esteem
- Job Value
- Objectives and Satisfaction
Assertiveness and Dealing With Conflict
Effective Appraisals
Employee Counselling
Communicating
- With Customers
- With Staff
- With Colleagues
Finance and the Service Manager
- Profit and Contribution
- Costing and Control
- Budgeting and Monitoring
Time Management
- The Basic Building Blocks of the Service Department
The Service Department as Part of the Marketing Team
- Finding Out
- Reporting Back
- Follow Up and Reporting Leads
Action Plans