Service Quality Management Leader Training transforms the traditional role of a Service Leader

Critical Issues Facing Top Management:

  • Building an organization-wide service culture that drives business performance
  • Increasing potential to meet measurable business goals and change behavior based on creating a discipline of “everyday coaching”
  • Using Service Quality as a Competitive Advantage
  • Continuous Improvement
  • Leadership in the 21st Century

The ISQM’s training programs quickly deliver the processes and skills Managers can implement to help their employees reach a higher level of performance.

The ISQM’s Training Workshops transforms the traditional role of a manager from being a boss to being a coach and mentor.  Managers learn to provide more than a typical evaluative performance review that gives feedback a few times a year, and instead offer developmental feedback every day that is directly linked to achieving business objectives.  Using highly customized scenarios, managers practice the critical skill at the heart of Developmental Coaching —“let them talk first” — in other words, instead of “telling” an employee what to do, a developmental coach uses a strategic process and questioning skills to help employees uncover obstacles and create their own solutions.

The result for the service team is a smarter, more skilled group who self coach and more independently meet business goals so that Managers have more time to devote to other critical priorities.  Concurrently, the result for the organization is a culture that seeks and values feedback as an integral part of everyday business.

  • Strategic Planning for Service Quality
  • Create a culture that welcomes and thrives on feedback
  • Understanding the Voice of the Customer (VoC)
  • Cost of Quality
  • Benchmarking for Service Quality
  • Service Quality Improvement Tools & Techniques

Our Programs are highly customized to any level, from new to experienced managers.

Available through 1 day to 2 day Interactive Workshops, delivered by Qualified ISQM Facilitators.

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