Course description
This course covers: • Explain the qualities of an effective leader and develop personal actions to improve • Explain the difference between leading and managing • Looking at personal and team leadership • Develop your team goals based on the business vision and share these with your team • Motivate staff by understanding their drivers • Challenge difficult behaviours • Coach your team effectively • Look at various quality management systems • Recognise the value of total quality systems • The Toyota production way • Theory behind Kaizen-5S • Applying Kaizen 5S in our garage businesses • Increasing the overall efficiency of the workshop This course covers: • Perception of customer excellence • People buy people • Measuring customer service • The customer service journey • The importance and effectives of positive body language • Customer care on the phone • Build your customer brand, fill gaps in service and develop methods of creating a great customer experience • Follow clear techniques to help manage difficult customer issues effectively and even clearer techniques for avoiding them in the first place • Explore service reception best practices
Course goals and objectives
This course covers: • Explain the qualities of an effective leader and develop personal actions to improve • Explain the difference between leading and managing • Looking at personal and team leadership • Develop your team goals based on the business vision and share these with your team • Motivate staff by understanding their drivers • Challenge difficult behaviours • Coach your team effectively • Look at various quality management systems • Recognise the value of total quality systems • The Toyota production way • Theory behind Kaizen-5S • Applying Kaizen 5S in our garage businesses • Increasing the overall efficiency of the workshop This course covers: • Perception of customer excellence • People buy people • Measuring customer service • The customer service journey • The importance and effectives of positive body language • Customer care on the phone • Build your customer brand, fill gaps in service and develop methods of creating a great customer experience • Follow clear techniques to help manage difficult customer issues effectively and even clearer techniques for avoiding them in the first place • Explore service reception best practices
Course certificate description
Skill relevance
Other information
This course is held in: | English |
Course level: | 1 |
Expected course duration: | 2 Days |
Tue 19 Jul 2022 - Wed 20 Jul 2022
We have 10 Seats left
Total seats
20Participants
10Waiting list
0-
Booking opens
2021-12-13 00:00 - 2022-07-14 00:00 - Login
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Course program
2022-07-19 Tue
Cardiff - Holiday Inn City - UK Holiday Inn Cardiff City Centre, Castle Street, Cardiff CF10 1XD, UK
- 09:00 - 17:00 Held by Andy Savva PgDip CAE EngTech FIMI
2022-07-20 Wed
Cardiff - Holiday Inn City - UK Holiday Inn Cardiff City Centre, Castle Street, Cardiff CF10 1XD, UK
- 09:00 - 17:00 Held by Andy Savva PgDip CAE EngTech FIMI
Your teacher welcomes you!
Other course dates
Jul 2024
Course starts | Course ends | Location address | Language | Seats left | |
---|---|---|---|---|---|
2024-07-02 09:00 Tue | 2024-07-03 17:00 Wed |
Cheshire - Rowton Hall Hotel and Spa - UK Rowton Hall Hotel and Spa, Rowton Lane, Chester, UK |
EN | 11 | Book |
Sep 2024
Course starts | Course ends | Location address | Language | Seats left | |
---|---|---|---|---|---|
2024-09-17 09:00 Tue | 2024-09-18 17:00 Wed |
Eastwood Hall - Nottingham - UK Eastwood Hall, Mansfield Road, Eastwood, Nottingham NG16 3SS, UK |
EN | 15 | Book |
Oct 2024
Course starts | Course ends | Location address | Language | Seats left | |
---|---|---|---|---|---|
2024-10-08 09:00 Tue | 2024-10-09 17:00 Wed |
Burford Bridge Hotel - Surrey - UK Mercure Box Hill Burford Bridge Hotel, Dorking RH5 6BX, UK |
EN | 19 | Book |
2024-10-29 09:00 Tue | 2024-10-30 17:00 Wed |
Hatherley Manor Hotel - Gloucester - UK Hatherley Manor Hotel and Spa, Down Hatherley Lane, Gloucester GL2 9QA, UK |
EN | 20 | Book |
Nov 2024
Course starts | Course ends | Location address | Language | Seats left | |
---|---|---|---|---|---|
2024-11-05 09:00 Tue | 2024-11-06 17:00 Wed |
The Bridge Hotel and Spa Wetherby, The Bridge Hotel and Spa Walshford, Wetherby LS22 5HS, UK |
EN | 19 | Book |