Resource-performancetrack

Managing a Service Culture — crafting the customer journey from beginning to end

To effectively manage a robust service culture, managers must keep a beam of light focused on service. In the rush of day-to-day operations, it is easy to forget to focus on customers and instead to focus on task and job functions. In this session, you will learn to:

Manage material service and personal service — Effective service requires two different approaches by managers.

Find your customerʼs Moments of Truth — How to map your customerʼs service journey; determining the critical touch points.

Walk the talk of effective service delivery — What you do is much more important than what you tell staff to do.

Resource-Service-CultureDeal with complaints as a manager — Set the stage for how you want staff to behave with complaining customers.

Create customer friendly policies and procedures — What gets in the way of your customerʼs positive experience journey?