Home   |   About PCG   |   William Peterson   |   Contact us  |   Site Map
Training and Development
Organisational Surveys
Recruitment and Selection
E Learning
Life and Business Coaching
 
   

In-house

Training and Development Courses

      Introduction to modules

  1. Assertiveness
  2. Better English, Better Business
  3. Change Management
  4. Coaching and Mentoring
  5. Competency Based Interviewing Skills
  6. Developing A Culture of Superior Service
  7. Great Attitude = Great Service
  8. Effective Interpersonal Communication
  9. Facilitation Skills
  10. Improving Personal Time Management
  11. Interacting in a Group
  12. Management Leadership
  13. Planning and Organising
  14. Delegation and Control
  15. Time Management
  16. Problem Solving and Decision Making
  17. Performance Management
  18. Presentation Skills
  19. Self Leadership
  20. Team Development
  21. The First Time Manager (A)
  22. The First Time Manager (B)

 
 
 

DEVELOPING A CULTURE OF SUPERIOR SERVICE

Challenge

Are YOU seeing your RETURNS......or are your competitors? A good measure of Customer Service is RETURN Customers!

Overall Objectives

We can increase your ‘RETURNS’ by offering a programme which would revolutionise and revitalise your business.

Specific Objectives

This programme is designed to help you to introduce and maintain a Culture of Superior Service in your Organisation

Content

  • Revisiting the Purpose and Vision
  • Establishing a service orientated Value System
  • Developing a Service Strategy
  • Aligning business units, teams and individuals to the Strategy
  • Establishing Critical Success Factors
  • Implementing the Service Initiative
  • Developing and Empowering of staff
  • Evaluating and measuring performance
  • Holding staff accountable for their behaviour
  • Establishing a customer-focussed culture of continual learning and transformation

Outcomes

Participants will:

  • Understand what a Culture of Service is and the impact it will make on the performance of the organisation
  • Know how to introduce the Culture into their organisations.
  • Know how to measure the effectiveness of the culture, take necessary corrective action and maintain growth and development of the organisation.

Target Audience

Designed for Senior and Middle Management (decision-makers), who would be responsible for introducing, driving and maintaining a Culture of Service in the organisation.

Methodology

The method, depending on the level of the participants, could include experiential exercises, group discussions and project planning.

Duration

2 days

Additional Options

This could include:

  • Conducting a Service Audit
  • Facilitating Organisational Strategic Plan
  • One-on-one coaching

For more information please click here to contact us.