totalqualityservicecourseoutlines04-09

8/6/2019 TotalQualityServiceCourseOutlines04-09

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Copyrights 2004 Ptacek & Associates LLC, 616-218-6374

TotalQualityService(TQS):CustomerCareOverview:Toemployeesitsaworkplace.Topatrons,guests,visitors,anddiners,its

everythingfromaplacetoresttheirheadswhilemakingalongtriptoa

temporaryhomeduringamuchlongedforvacation.Whileservingthe

publiccanbedifficult,doingsointhehospitalityindustrycarriesitsownset

ofchallenges.Thiscourseisdesignedspecificallyforthosewhoworkin

hotels,motels,resorts,clubs,bars,andrestaurants.Besideslearninghowto

deliverexceptionalcustomerservice,participantswillalsogainvaluable

skillsforreducingstresswhiletheydealwitheventhemostdemanding

customers.Stressfree,happycustomercareemployees,leadtohappy

customers.

Description: CustomerCaretrainingprovidesthecustomercontactlevelserviceproviderwithafoundationforunderstandingthecustomerexperienceand

expectations.Inthisseries,participantslearnwhatqualityserviceis,and

howtodefineit.Theylearnhowtodesignanddeliversuperiorcustomer

service.Participantswilllearnfrombestpracticesandimmediatelyapplythesetoolsandmethodsintheirworksite.Participantswilldiscoverthe

voiceofthecustomer,learntorecognizewhenthingsaregoingwrong,

andlearntheartofrelationshipmanagement,andproblemprevention.

Participantswilllearnhowtousestandardpracticesandsimpleyeteffective

problemresolution,andpreventionactionplanning.

Participantswilllearnwhyperformancemeasurementandanalysisiscritical

forcontinuousimprovementinserviceorganizations.

Outcomes:Afterattendingthisworkshop,participantswillbeableto,

1. DefineandunderstandtheimportanceofTotalQualityService.

2. Describeandperformexceptionalcustomerservice.

3. Understanddifferentcustomerbehaviorstylesandknowhowtoadjust

toeach.

4. Defineandusethecontinuousimprovementprocessforservice

organizations.

5. Definenewpracticestoimprovetheirworksite.

6. Planandcompleteacurrent&futurestateservicegapanalysis.

7. Develop,track,andimplementacustomerserviceimprovementplan.

Demonstratehowtomeasurecustomersatisfactionlevelsandtake

correctiveactionifneeded.

8. Recognizebarrierstoexceptionalcustomerservice,anddevelopcounter

measures.

9. Useandexplaintechniquesfordealingwithangry,upset,or

disappointedcustomers.

10.Practicestressreductiontacticsfortheirownwellbeingandmotivation.

11.Developapersonalactionplantoimprovetheircustomerserviceskills.


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Duration&Participants:Fourxfulldaysessions.Totaltraininghours=32hours.Classsize=2040participants

Outline: CustomerCareSession1: Understandingcustomerexperienceanddesigningservices

thatdeliver.1. Welcome&InteractiveIntroductions

2. Whatqualitycustomerserviceisandwhatcanyoudoabout

it?

3. Acustomerserviceperspectivewithinahospitality

organization

4. CustomerExpectations:Theproceduralvs.thepersonalside

5. ThepathtoqualitycustomerService

6. Interpretingthecustomerserviceperspective

7. ApplicationInteractionExercise

a. Thefourcustomerservicearenas

b. Who

are

your

customers?

c. Interpretingthecustomerserviceperspective

d. Timeliness

e. Managinganincrementalflowofservice

8. Adjourn

Session2: TotalCustomerService: ToolsandBestPractices1. DoingItrightthefirsttime

2. Doingitrightthesecondtime Recovery

3. Servicemapping

4. Benchmarkingandotherhandsonpracticaltools


a. Doingitright

b. Servicemappingofacriticalprocess

c. Serviceauditforafullservicediningroom

d. Serviceauditforahotelfrontdesk

6. Adjourn


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Session3:TuningtotheVoiceofyourCustomer: TheArtofCustomerRelationshipManagement

1. Whatcustomercentricreallymeans?

2. Designingwinningcustomerstrategies

3. Communicationandcustomerfeedback

4. Howtohandlemistrustful,angry,concerned,ordemanding

customers

5. Talkingtoacustomer:Keystoagreatinteraction

6. Effectivecustomerfeedbacksystem

7. ApplicationInteractionExercises

a. Communication

b. Customerfeedback:respondingtocustomer

complaintsorproblems

c. Dealingwithdifferenttypesofcustomers

d. Howaccommodatingisyourhospitalityoperations?

e. Choosingtactfulwords

f. Wowing

the

guest

8. Adjourn

Session4: TakingAdvantageofDownturnandSeasonality: WhatShouldManagementandEmployeesDo?

1. Newwaystocreatevaluewithcustomers

2. Serviceinnovation

3. Creatingandsustainingawinningculture

4. ContinuousQualityimprovement

5. ApplicationInteractionExercises

a. Serviceprovidersselfassessmentscale

b. Developingmeasuresandstandards

c. Problemsolvingandcontinuousimprovementtools

andexercises

d. DevelopingaCIplan:proceduralandpersonal

6. Adjourn

TrainingToolKit&Materials:1. SlideHandoutsbyJBF:ATEC

2. Currentvideos

3. Casestudiesandbestpractices

Note:Theaboveoutlinehighlightssomeofthecourseskeylearningpoints.Aspartofyour

trainingprogram,wecanmodifycontentasneededtomeetyourbusinessobjectives.

Uponrequest,wewillprovideyouwithacopyoftheparticipantmaterialspriortothe

session(s).


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TotalQualityService(TQS):SuperManagerOverview: Toemployeesitsaworkplace.Topatrons,guests,visitors,anddiners,its




ofchallenges.Thiscourseisdesignedspecificallyforthosewhosupervise,

manage,orleadworkersinhotels,motels,resorts,clubs,bars,and

restaurants.Besideslearninghowtodeliverexceptionalcustomerservice,

participantswillalsolearnhowtogainsupportandenthusiasmfromthe

TheArtofDeliveringWorldClassCustomerServiceworkforce.Andletsface

it,happyemployees,makehappycustomers!Description: SuperManagertrainingprovidesthesupervisor,manager,orteamleader

levelpersonwithafoundationforunderstandingthecustomerexperience

andexpectations,aswellasleadershipprinciplesandpractices.Inthis

series,participantslearnwhatqualityserviceis,andhowtodefineand

manageitforothers.Theylearnhowtodesign,deliver,andleadteamsto

superiorcustomerservice.Participantswilllearnfrombestpracticesand

immediatelyapplythesetoolsandmethodsfortheirworkteams.

Participantswilldiscoverthevoiceofthecustomer,learntorecognize

whenthingsaregoingwrong,andlearntheartofrelationshipand

performancemanagement,andproblemprevention.Participantswilllearn

howtousestandardperformancemanagementandleadershippracticesto

bringaboutsuperiorperformanceattheirworksite

Participantswilllearnanddevelopperformancemeasurementandanalysis

toolstobringaboutcontinuousimprovementinserviceorganizations.


1. DefineandunderstandtheimportanceofTotalQualityService.

2. Describeandperformexceptionalcustomerservice.

3. Understanddifferentcustomerandemployeebehaviorstylesandknow

howtoadjusttoeach.

4. Defineandusethecontinuousimprovementprocessforleadingservice

organizationsworkers.

5. Defineandemploynewpracticestoimprovetheirworksite.


7. Develop,track,andimplementacustomerserviceandemployee

improvementplans.Demonstratehowtomeasurecustomersatisfaction

levelsandtakecorrectiveactionasneeded.

8. Recognizebarrierstoexceptionalcustomerservice,andemployee

performance.

9. Useandexplaintechniquesfordealingwithangry,upset,or

disappointedcustomers,andemployees.

10.Practiceandhelpotherspracticestressreductiontacticsfortheirown

wellbeingandmotivation.

11.Developapersonalactionplantoimprovetheirleadershipskills.


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Duration&Participants:Fourxfulldaysessions.Totaltraininghours=32hours.Classsize=2040participants

Outline: SuperManagerSession1: TotalQualityService:DoingItRighttheFirstTime1. Welcomeandinteractiveintroductions

2. Whatiscustomerserviceanyway?

3. Whatcustomercentricmeans?

4. Keysandinsightstobecomingcentric

5. Top10reasonsyoudont understandyourcustomer

6. Gettinginsidethelivesofyourcustomer

7. Definingwhatqualityserviceisforyou

8. Designingyourtotalqualityserviceplan


a. Whoareyourcustomers?

b. Interpreting

the

customer

service

perspective

c. Thecustomerserviceenvironment

d. Generatingindicatorsofqualityservice

e. Componentsofthe TQSplan

10. Adjourn

Session2: TheArtofDeliveringWorldClassCustomerService1. DevelopmentofadetailedTotalQualityService/TotalCustomerService

plan?

2. CustomerRelationshipManagement:Basics,metrics,andpitfalls

3. Principlesforbuildinganeffectivecustomerfeedbacksystem


a. CreatingyourTQSorganization

b. CRMmetrics

c. Howaccommodatingisyourhospitalityoperations?

d. Writingqualityservicestandardstatements

5. Adjourn


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Session3: StrikingtheRightBalancebetweenServiceEfficiencyandSatisfaction1. ServiceefficiencyandcustomersatisfactionArethey

incompatible

2. Doyoucollecttherightinformationtoserveyourcustomers

andthebottomline?

3. Assessingprogressandrewardingsuccess

4. Practicesthatstrikeanoptimalbalance

5. Customerservicetoolsandbestpractices


a. Creatingcustomerfeedbackprograms

b. Developingacustomerserviceauditform

c. Creatingchartsandgraphs

d. Generatingarecognitionandrewardsprogram

e. Developingaservicemanagementassessmentscale

f. Managinganincrementalflowofservice

6. Adjourn

Session4:AKeyIngredienttoAchievingWorldClassService:MotivatingEmployeestoGoAboveandBeyond

1. Creatingaqualityservicecultureandsupportiveclimate

2. Maintainingthedignityoftheservicework

3. Definingqualityservicejobs

4. Hiringqualityservicepeople

5. Trainingforqualityservice


a. Normsquestionnaire

b. Organizationalvaluesquestionnaire

c. Qualityserviceclimateassessmentscale

d. Measuringthelevelofworkforcedignityinyourorganization

e. Developingproficiencylevelsforservicejobs

f. Developingajobtrainingprogram

7. Adjourn


Note:Theaboveoutlinehighlightssomeofthecourseskeylearningpoints.Aspartofyourtraining

program,wecanmodifycontentasneededtomeetyourbusinessobjectives.Uponrequest,we

willprovideyouwithacopyoftheparticipantmaterialspriortothesession(s).


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TotalQualityService(TQS):ExecutiveLeadershipOverview:Toemployeesitsaworkplace.Topatrons,guests,visitors,anddiners,its




ofchallenges.Thiscourseisdesignedspecificallyforthosewhoprovide

strategicdirectionandinspirationtothosethatworkinhotels,motels,

resorts,clubs,bars,andrestaurants.Besideslearninghowtodefineand

leadexceptionalcustomerservice,participantswillalsolearnhowto

developstrategicadvantage,andsustainableprofitablegrowth,through

principledleadershipbestpractices.

Description: ExecutiveLeadershiptrainingprovidestheexecutiveleaderwithafoundationforunderstandingthecustomerexperienceandexpectations,aswellas

executiveleadershipprinciplesandpractices.Inthisseries,participants

definequalityservice,anddevelopaplanforimprovementattheir

organization.Thisisanactionorimplementationbasedprogram.

ParticipantslearnandusemethodsandtoolsofTotalQualityManagement

todevelopaTotalQualityServicebasedorganization.Participantswilllearn

howtoincorporatethevoiceofthecustomer,howtoempowertheir

workforce,andhowtoimplementacontinuousimprovementprogram.

Participantswilllearnfrombestpracticesandimmediatelyapplythesetools

andmethodsfortheirworkteams.Participantswilllearnhowtouse

standardperformancemanagementandleadershippracticestobringabout

superiorperformancefortheirorganization.

Participantswilllearnanddevelopstrategy,organizationalperformance

measurementandanalysistoolstobringaboutcontinuousimprovementin

theirorganization.


1. DefineandunderstandtheimportanceofTotalQualityServiceandTotal

QualityManagement.

2. DescribeanddocumentorganizationalstrategyforTotalQualityService.

3. Defineandusethecontinuousimprovementprocessforleadingservice

organizationsworkers.

4. Defineandemploynewpracticestoimprovetheirworksite.


6. Develop,track,andimplementacustomerserviceandemployee

improvementplans.Demonstratehowtomeasurecustomersatisfaction

levelsandtakecorrectiveactionasneeded.

7. Recognizebarrierstoitsexceptionalcustomerservice,andemployee

performance.

8. Developapersonalactionplantoimprovetheirleadershipskills.


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Duration&Participants:Fourx8hoursessions.Totaltraininghours=32hours.Classsize=1520participants

Outline: ExecutiveLeadershipSession1:UnderstandingtheImpactofTotalQualityManagementandTotalQualityService

1. Welcome&InteractiveIntroductions

2. UnderstandingTQMandTQS

3. Howtocreateasupportivequalitycultureandleadership

climate?

4. Howtomaintaincontinuousqualityimprovement

throughoutyourorganization?


a. Normsandorganizationalvalues

b. Thefourcustomerservicearenas

c. Internalvs.externalcustomers

d. Quality

service

climate

assessment

e. Fourrightsapproach

f. Traditionalvs.customerserviceperspectiveandthe

roleofexecutives

6. Adjourn

Session2:AddingStrategicValue1. StrategicServiceVision:Marketsegmentation,targetingand

positioning, branding,operationsstrategy,andservice

delivery

2. ImplementingTQMandTQS AddingStrategicValue


a. DevelopingaStrategicservicevisionforyour

organization

b. DevelopingaTQSactionplanforyourorganization

c. Developingappropriatemeasures

d. DevelopingCRMindicators

e. Conductingaserviceaudit

4. Adjourn


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Session3:BrandingandCustomizationtoIncreaseCustomerLoyalty,Profitability,andLifetimeValue

1. CustomizationtoIncreaseCustomerLoyalty,Profitabilityand

LifetimeValue:Designingwinningcustomerstrategies

2. CustomerSatisfaction,CustomerLoyalty,andCustomer

Delight

3. Howtoinnovatecustomersnotproducts

4. BrandDifferentiationthoughCRM

5. AvoidthePitfallsofCRM

6. CRMdoneright


a. GeneratingIndicatorsforCRM

b. Delightingyourcustomers

c. Servicelogicinnovationinpractice

8. Adjourn

Session4:LeadingandSustainingContinuousImprovementinOrganizations

1. Leadingandsustainingprofitablegrowth

2. Creatingandsustainingawinningculture

3. ViewingyourorganizationfromtheTripleBottomLine(TBL)

4. Serviceblueprintingandcontinuousinnovation


a. Stakeholderanalysis

b. QualityServiceClimateAssessmentScaleRevisited

c. DevelopingtheTBLindicators

6. Adjourn


2. BestPractices:Examplesandexercises

3. CurrentVideos

Note:Theaboveoutlinehighlightssomeofthecourseskeylearningpoints.Aspartofyourtraining

program,wecanmodifycontentasneededtomeetyourbusinessobjectives.Uponrequest,we

willprovideyouwithacopyoftheparticipantmaterialspriortothesession(s).

totalqualityservicecourseoutlines04-09

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