The manager’s role in service education

Managers are the essential link between Service Education Programs and the results your organization wants to achieve. As a manager, it is your responsibility to ensure educational courses create value for your … Read More

The Leader’s Role in Service Education

Service education is only effective when learners take new actions to create more value for customers and colleagues. As a leader, you have a personal responsibility to ensure that new learning is … Read More

Focusing with service improvement focus groups

Focus groups require planning and expertise but they can be a gold-mine of valuable service improvement ideas, insights and suggestions. Bring together a group of selected customers for a sincere, open-ended conversation. … Read More

Does your organizational structure work?

The right Organizational Structure facilitates superior service, sharing of views, rapid decisions, flexible execution and quick responses to unexpected opportunities or problems. ‘Chain of command’ may be good for a marching army, … Read More

11 steps towards a culture for service recovery

Leading organizations in many industries have sharpened service recovery into a potent competitive edge. They understand the power of effective recovery as a customer retaining and employee engaging technique. To build a … Read More