The “A.B.C.” of Service Management
Auditing, Briefing and Coaching are the essential management practices for service management. Tiptop’s service management skill drilling workshop helps gear up your service team with these essential service management skills, so team targets can be set and communicated more effectively as well as service quality can be enhanced regularly.
Outline:
- A for Auditing
- Why performance auditing?
- Micro-analysis: specific and detail
- Applying assessment tools
- B for Briefing
- The SMART formula of target setting
- Sandwich structure for briefing
- Follow-up for team targets
- C for Coaching
- Motivational feedback for achievers
- Educational feedback for under-performers
- 3F principles of giving feedback
