| Thursday, October 6, 2011 - Stansted |  | ||
| Overview | |||
The Service Leadership Course is a concise and integrated guide to successful service transformation; aimed at senior service managers and directors, with several years of experience, who would like to ramp up their service capability and find ways to profitable growth. The course is uniquely created to fill this need and enhance the inherent skills and knowledge of service managers and directors. | |||
| Agenda | |||
Course Date: October 6 - 7 2011 & October 13 & 14, 2011 Strategy – “Good leadership requires a clear understanding of strategic intent and direction. It contains guiding principles for leadership and employee behaviour”.
Customer – “True customer centricity means focusing on customers, really unnderstanding customers specific needs and acting on these insights. How can you gain maximum, unbiased insight?”
Service Factory – “Processes and management practices can enable or hinder customer centricity of the organisation and behaviour of individual employees. Learn how to design the service factory/back stage for optimum customer centricity and a consistent branded experience”
Employees – “One of the most challenging aspects of customer centricity is increasing customer orientated behaviour in every employee, at every touch point within the organisation, in a consistent way. Leadership capabilities are crucial in effective service transformation and quite a few can be learnt by most of us”.
The Service Leadership Course will draw on the insights and recommendations of existing service business executives, and will have a specific focus on strategies and management challenges arising in the service business. The course is designed to stimulate analysis of management elements that are highly correlated to success in the service business. Participants on the course will be exposed to these elements in a positive training environment, but will also be able to demonstrate their knowledge and understanding the application of these elements through interactive sessions with the faculty and other course participants.
Alternative Service Leadership Course dates in Düsseldorf, Germany. | |||
| Who should attend? | |||
Senior service managers and directors, with several years of experience | |||
| Date: | October 6, 2011 | ||
| Time: | 00:00 | ||
| Location: | Radisson BLU Hotel London Stansted Airport, Waltham Close, London Stansted Airport, Essex, CM24 1PP , Stansted | ||
| Contact information: | http://www.radissonblu.co.uk/hotel-stanstedairport
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| Directions: | Location & Map | ||
| Host: | Noventum Service Management Consultants, Stansted | ||
| Price: | 3,250 | ||
| Add-in: | GBP Plus VAT where applicable Please register to this event either by using the registration link above, should you wish to be invoiced, or if you are a paypal user you can opt to register and pay directly using the paypal link. Your registration will be confirmed upon receipt of payment. | ||
