MAINTAINING A HIGH SERVICE PROFILE: THE KEY TO A COMPETETIVE ADVANTAGE - June 4 & 5, 2009

PROGRAM OVERVIEW

About the Training Program

Providing superior service is not optional. Superior service is key to remaining profitable in an increasingly service-oriented and competitive business climate; it is essential to survival. Good service is not slogans nor campaigns nor television advertisements. It is the result of focused and intense management attention to a few basic principles and the strategic and tactical implementation of these principles throughout an organization. Service is as important to the small business as it is to the large ones. This program is based on material from Service America: Doing Business in the New Economy by Karl Albrecht and Ron Zemke. “Maintaining a High Service Profiles” is designed to introduce participants to the barriers and opportunities of developing a superior service profile in their business. It addresses the principles involved in attaining a superior service profile and examines how to implement those principles.

Training Objectives

Participants will have the following opportunities:
• To understand the financial impact of service on the “bottom line”;
• To determine how to assess the customer’s perspectives of service;
• To identify the key organizational dynamics underlying good or poor service; and
• To acquire new ways of creating a real commitment to good service and improving real and perceived service.