Details
Mid to senior management with a focus on those who manage Teams and/or those who manage individuals in Frontline or Backline job roles
Seminar Objectives:
In order to lead and engage Employees, it is important to understand where your own time goes and compare that to where your time 'should' go. All Team Leaders & Managers say they are very busy - but busy doing what? That's the question.
So we begin the session with an intensive time and motion exercise to evaluate where your time goes and compare that against best practices.
This exercise can be quite an eye opener for many of our participants and we provide practical ideas for ‘shifting’ your time around to meet the needs of your Employees.
Leadership is a much discussed attribute or character of Service Leadership.
We very specifically share what it means to be a Leader and how to model Leadership characteristics in your organization.
We avoid going too much into theory, favoring practical application instead.
Engagement is the Employee related buzzword today because engaged employees are required to deliver outstanding outcomes.
Course Material: A Participant Guide including course materials and exercises
Venue: OmniTouch Training Centre for Service Excellence, 530A Geylang Road, Singapore 389486
Speaker: Daniel Ord
Joining the OmniTouch International Team is not easy – to become a member of our management group, an individual must bring more than 15 years of Corporate or Governmental experience in Service/Sales management, Contact Centre management or Research management. This stringent recruitment and hiring approach has resulted in a veritable think tank of service experts, complemented by a panel of doctoral level Research Advisors based in both Boston and Singapore.
Our network – your advantage
When it comes to managing multi-country Training & Certification allow us to ensure that wherever your people are based, they can access uniform training competencies and unparalleled levels of delivery.
When it comes to managing regional or global Mystery Shopper Research or Customer Survey Research, our affiliation with the Mystery Shopper Providers Association connects us into a global network of the world’s leading Mystery Shopper providers.
In Singapore and Kuala Lumpur, our centralized Centre of Service Excellence serves as the ‘flight controller’ for our regional and global programs, ensuring quality control, cost effectiveness and a single point of contact for Client service. ...
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