What is Managing First Class Service?

In a time when most products are becoming commodities, "Best-in-Class" services is the way to distinguish yourself from your competition. This does not happen by chance. The best companies have a very systematic approach to achieving First Class Service. Does yours?

Managing First Class Service - is a complete evidence-based management approach to develop and maintain the service skills of the most important customer link in organizations: the front-line customer contact personnel. Managing First Class Service is a complete system that goes far beyond training by including service measurement, reinforcement, and organizational support components.

Persona provides a total approach to managing service quality through the design and development of systematic, evidence-based strategies that will measurably differentiate our clients in the marketplace. Going far beyond training, we achieve this through the provision of research, organization change strategies, training and development, and on-going evaluation. In particular, we provide:

  • Internal and external research
  • Service strategy formulation
  • Service management workshops
  • Installation of Service Performance Management
  • Supervisory and front-line customer service training
  • Train-The-Trainer for certification
  • Implementation consulting
  • Customer feedback programs

Benefits of Evidence-Based Service Management:

Managing First Class Service has produced measurable results in service industries that include banking/financial, hotel, retail, restaurants, telemarketing, and wholesale distribution.

Some Measurable Results-

  • 45% increase in courtesy measures
  • Complaints dropped to zero
  • Hotel room cleanliness improved 41%
  • Bank deposits hit record levels

What this means for your organization-

  • Immediate cost-effective improvement in service related productivity
  • Long term results and returns on investment
  • Improved internal and external customer relationships
  • Improved customer retention and development
  • Improved customer satisfaction
  • Improved morale
  • Increased sales and profits

Assumptions Underlying Managing First Class Service

  • People have a basic desire to succeed
  • Human behavior can be predicted and influenced
  • Positive reinforcement strengthens desired performance
  • The person closest to the job knows it best
  • Employee involvement is essential for sustained world-class performance

Special Feature!

Foundations of Evidence-Based Service Management

The Service Management Profile (SMP) is a tool to assess how well your managers utilize key skills and procedures to maximize employee service performance. Participants will fill in one questionnaire and will have a number of their subordinates to fill in another set for a computer generated assessment of the participant's skill level in:

  • Targeting
  • Reinforcement
  • Goal Setting
  • Feedback
  • Tracking
  • Coaching

What You'll Experience:

Session 1: Service Management Foundation

  • World-class leadership
  • Identify your service management responsibility:
    • What service outcomes are managers responsible for accomplishing?
    • What comes under a manager's control?
  • Developing service performance descriptions:
    • Identifying areas of responsibility
    • Establishing service performance standards
    • Linking the customer's perspective to service performance standards
    • Collecting information and measuring service performance
    • Communicating service performance expectations
    • Providing performance feedback
    • The chain of customers
Session 2: Goal Setting and Action Planning
  • Setting service performance goals
  • Developing action plans
  • Conducting goal setting meetings and progress review meetings
Session 3: Positive Motivation
  • Using positive motivation effectively
  • Selecting and giving reinforcement
  • Giving recognition
Session 4: Performance Coaching & Team Building
  • Guidelines for effective coaching
  • Identifying reasons for deficient service performance
  • Balancing positive and negative consequences
  • Team meetings

Key Function:

A complete evidence-based management approach to develop and maintain the service skills of the most important customer link in organizations: the front-line customer contact personnel. Managing First Class Service is a complete system that goes far beyond training by including service measurement, reinforcement, and organizational support components.

Principles:

5 fundamentals of Service Management:

  • Foundations: Customer-focused Service Performance Measures
  • Feedback
  • Goal setting
  • Reinforcement
  • Coaching

Feature:

50 item assessment to determine performance gaps and identify performance problems.
Comprehensive management training program that is applicable to managing any type of first line customer facing employee

Benefits:

  • Immediate cost-effective improvement in service related productivity
  • Long term results and returns on investment
  • Improved internal and external customer relationships
  • Improved customer retention and development
  • Improved customer satisfaction
  • Improved morale
  • Increased sales and profits

Report:

Each manager will receive an individual Performance Systems Profile. The report supplies specific written and numerical feedback and makes recommendations about performance in each assessment category. Current performance is compared to past performance upon repeated administrations (recommended).

Benchmark:

Allows industry and internal group and individual benchmarking and progress tracking.

Application:

Any customer facing job including telephone and online customer service, retail, B2B, and any service industry including retail and commercial banking.