Leading Service Excellence
About This Course
LO 1 :
Evaluate differentiating qualities of a service leader.
LO 2 :
Develop service initiatives for the team to operationalise the organization's vision, mission and values
LO 3 :
Evaluate the roles and responsibilities of a service leader
LO 4 :
Design a service environment to promote customer centricity in the organization
LO 5 :
Develop service initiatives to influence team to achieve service excellence
LO 6 :
Create service metrices to analyse the performance of the team
LO 7 :
Determine follow up actions to improve the performance of the team
What You'll Learn
Key topics covered in this course (as listed below) serve to aid and improve the quality of service leadership in our managers.
• Service Leadership
• Promote Customer Centricity
• Analyse Service Performance
Entry Requirements
Learners selected for this programme must meet the following entry requirements :
• Job Role – Front line / back-room managers serving internal / external customers
• Educational Qualification – Minimum of High School or Diploma
• Language Literacy – Workplace literacy (WPL) level 4 and above