Service Leadership

Program 2 – Leading customer service management

Applying mastery themes to deliver effective service management outcomes…

JOIN OUR EVENT

Program 2 - May 7/8, 2016

Educator - Tony Brown

SINGAPORE - Venue TBA

Weekend 'intensive' workshop

A day in the life of a service manager is both dynamic and unpredictable. Balancing the needs of your customers, your team and the owners requires adaptability, vision and empathy, not to mention a very good understanding of the rules and regulations. By exploring the competing nature of service management competencies, learners will be instructed on how to build a winning service team that delivers quality and  productivity outcomes. Your facilitator will present a service quality framework that not only supports organisational goals, but strategically positions the service ‘master’ manager. 

Saturday

08:45 — REGISTRATION + COFFEE/TEA

  1. 9:00
    Session 1
    Detail to come....
    The fundamentals of management style
  2. 10:00
    Session 2
    Detail to come....
    The links between mastery and service management tasks
  3. 11:00
    Session 3
    Detail to come
    An introduction to service quality
  4. 11:45
    Session 4
    Detail to come...
    The service management trinity

12:30 — LUNCH - AT LEARNERS DISCRETION

  1. 13:00
    Session 5
    Detail to come....
    An intro to the service master framework and its key elements and competencies
  2. 14:00
    Session 6
    Detail to come....
    The ‘Executive’ (the fundamentals of vision and design)
  3. 15:00
    Session 7
    Detail to come...
    The role of technology in determining quality service outcomes*
  4. 15:45
    Session 8
    Detail to come...
    Capacity and demand – Measuring productivity and performance through metrics, KPIs and yield management techniques

 16:30 QUESTIONS

Sunday

 COFFEE/TEA

  1. 9:00
    Session 9
    Details to come...
    Building your winning team and competing for talent
  2. 10:00
    Session 10
    Details to come...
    Empowerment – why it can go wrong but shouldn’t be ignored
  3. 11:00
    Session 11
    Details to come...
    Employee turnover – is it vital for the sustainability of the service industry – a multi-national perspective*
  4. 11:45
    Session 12
    Details to come...
    Social capital – what’s in it for me?*

12:30 — LUNCH - AT LEARNERS DISCRETION

  1. 13:00
    Session 13
    Details to come....
    Service failure and why getting it wrong is not a bad thing
  2. 14:00
    Session 14
    Details to come....
    Handling grievances and complaints – internal and external perspectives
  3. 15:00
    Session 15
    Details to come....
    Change management in the service industry*
  4. 15:45
    Session 16
    Details to come....
    Bringing it all together through systems thinking and the paradoxical nature of service ‘master’ manager competencies.

 16:30 QUESTIONS

* Sessions may change to accommodate the make-up of the learner group

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