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Course Content If you think your training programme will revolutionise customer service quality you?re fooling yourself. Training is a complete waste of time unless it is sustained. The key to improved service behaviours is to ensure local managers keep the momentum going long after the excitement of a training event has faded. Without reinforcement training is just wet mud. The key to sustained service excellence is to create 'coaching centres of excellence' at each of your service outlets. This means coaching skills are an essential ingredient for any operational team leader. Based on Nick Drake-Knight's popular book 'BOOMERANG! COACH YOUR TEAM TO BE THE BEST' and the hugely successful Continue & Begin? fast coaching technique. Make customer service excellence a behaviour habit!

Course Content If you think your training programme will revolutionise customer service quality you?re fooling yourself. Training is a complete waste of time unless it is sustained. The key to improved service behaviours is to ensure local managers keep the momentum going long after the excitement of a training event has faded. Without reinforcement training is just wet mud. The key to sustained...

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