Inspiring Outrageous Service for Managers

Energize your Managers to create an environment that works for customers and staff. Managers set the stage for customer service excellence. This comprehensive training process will build the infrastructure for excellent service. This 2-day training includes:

Inspire People!

Management's role is to model essential practices that are exemplary for the front line staff. Your managers will master the following essential practices:

• Generating a spirit of service


• Leading by example


• Developing your people


• Building trust


• Focus the organization on customer needs

Managing Feedback and Communication!

Organizations renowned for customer service excellence take feedback from customers and front line staff seriously! Your managers will master the skills to manage feedback and communication thus improving your service and your business.

• Build systems for getting customer and staff feedback


• Create strategies for responding to feedback


• Generate positive energy through feedback

Measuring Service!

Do you know what is most important to your customers? Are you measuring it? Your managers will master a simple yet comprehensive approach to measuring service that will excite people.

• Design measures for service areas that are important to your customers


• Build measurement into organizational and staff performance


• Make measurement fun and motivating for everyone

Recognizing Excellence!

Staff recognition is often the first to falter when the going gets tough. Many times managers don't have the skills or the time to recognize others. Your managers will master the skills of recognition, both formal and informal, and create strategies to build excellence into performance.

• Identify what people value about working for you


• Develop service standards and build them into jobs


• Energize staff to delight customers through effective recognition

Participant's Manual:

The participant's manual is a step-by-step guide for the learners. The manual includes exercises, reference material, self-assessments, practice exercises, case studies and action plans.

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