Module 12: Leading STAR Service (for managers, supervisors and team leaders)

Program Outline - 6 hours

Overview: The Leading STAR Service program is geared toward managers to provide performance management tools and other strategies to reinforce and support the training and promote quality customer service (internal and external), within their respective teams. Removing obstacles to provide quality customer service is also discussed.


Agenda:

  • • The Performance Effectiveness Process to lead STAR Service
    • Setting the target: goals, service standards and expectations
    • Follow-up and accountability
    • Coaching and feedback for results
      • − Encouragement and development feedback
    • Reinforcement and consequences
  • • Silo busting: removing barriers for improved service
  • • Follow-up and support strategies
  • • Action plan
  • Audience: Managers, Supervisors and Team Leaders
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