5/5 (35/76 Participants responded)
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
20
Participants
10
Waiting list
0
  • Booking opens
    2021-12-13 00:00 - 2022-07-14 00:00
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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
This course is held at 1 Venues

Your teacher welcomes you!

Andy Savva PgDip CAE EngTech FIMI

andy@thegarageinspector.com

+447884008811

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2024-10-29 09:00 Tue 2024-10-30 17:00 Wed Hatherley Manor Hotel - Gloucester - UK
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2024-11-05 09:00 Tue 2024-11-06 17:00 Wed The Bridge Hotel and Spa Wetherby,
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