Developing a Culture of Empowerment
In this course, you will first focus on service intangibles and consider the power of both customer perceptions and experience management in delivering exceptional service. The impact of sharing service stories and the benefits of fostering creative approaches to addressing service challenges are emphasized as participants consider how to facilitate a strong culture of service excellence. Providing phenomenal service requires empowered employees, and along with your fellow students, you will discuss methods of preparing employees to solve problems, make decisions, and address issues of service recovery.
Then, you will consider how to best facilitate performance management practices including coaching and mentoring. A compassionate workplace fosters increased satisfaction and productivity, and the course concludes with suggestions for focusing on service employees’ health and care.
Who Should Take this Course?
This course is appropriate for new and experienced middle managers from service-based organizations; managers and leaders from functional areas who are responsible for serving external and internal customers; and individuals belonging to service-oriented organizations ranging from hotels and restaurants to healthcare facilities, financial institutions, small businesses, and retail establishments whose staff or unit is responsible for providing a consistent and high level of service.
- Managing perceptions of the service experience
- Fostering employee empowerment to facilitate decision making and outstanding service recovery
- Implementing performance management practices that reinforce service excellence
- Integrating practices that recognize the importance of employee care, health and well-being
- Judith Brownell, Prof Emeritus, School of Hotel Administration