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MAINTAINING
A HIGH SERVICE PROFILE: THE KEY TO A COMPETETIVE ADVANTAGE - June 3 & 4, 2010 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.
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