Gold Certificate – Measuring and Managing Service Excellence
Gold certification is an intensive, practical training for staff that must implement changes to service culture. Preparing before the course, you’ll bring a service challenge from your campus as the basis for your final case study. You problem is our passion! Come with a challenge; go home with a solution.
You’ll learn how to build a change management project plan, how to negotiate Service Level Agreements (SLAs), how to build Key Performance Indicators (KPI’s) then report and communicate your progress and final success. Plus we explore the power of role modeling and maintaining superior service standards as a manager. Final assessments of a written case study and videotaped mock meeting complete the certification process.
Topics include –
- Changing a Service Culture
Change management techniques for service excellence
- Re-Envisioning Service Standards
Making the case for new ways to serve students
- Establishing Metrics
Realistic Key Performance Indicators; negotiating SLA’s
- Gathering the Evidence
Harnessing “big data”; gathering the narrative
- Communication and Reporting
Planning who needs to know what and when you tell them!
- Competencies and Coaching
Translating new expectations into observable behaviors
- Managing to New Standards
Find new ways to achieve new service standards from staff
- Professional Expectations and Rewards
From mentoring to awards, recognition in the new culture