Overview
Investing in Service
We believe that striving for Excellent Customer Service should not be confined to the Hospitality Industry. Indeed, in such a competitive marketplace, Service may be the only thing that differentiates one business from another!
Through changing the Service Culture in the Business, Involving and Motivating all Staff, Setting Standards of Service, and continually Assessing and Improving the Service provided, the Business will look after itself. Investing in Service (IiS)
IiS is a business framework designed to develop your business focusing on the external customer.
IiS is a new initiative developed by Go Training and assessed by the Aberdeen Chamber of Commerce.
Investing in Service is a workshop led programme delivered in-house as this can involve the whole team, or those who will be driving the initiative. We will set dates suitable to your requirements and complete the course at your own pace.
The programme involves an initial audit of a selection of staff, including management and front-line. The audit will cover the 10 step model and is designed to highlight areas for improvement and development. You will also complete a business self analysis at the beginning and completion of the programme. An appropriate Mystery Shop will also be carried out before commencing and again at the end as part of the award process. The results from this initial assessment will be discussed at a one-to-one session with management (or the person driving the course) and the consultant will help to put together an action plan and revisit it after each workshop.
There will be 7 x facilitated workshops covering –
- Research
- Business Planning
- Service Culture /Service Promise
- Operating Service Standards and Procedures / Service Planning
- Recruitment and Selection/ Induction/ Training and Development
- Service Assessment / Service Recovery /Service Improvement
- Innovation
If required, one-to-one sessions with an appropriate consultant can be organised to give additional advice and support.
A workbook is given to all the participants to give added information and steps on how to achieve the standard.
The final assessment will consist of an in-depth audit with a 15% of all staff members, covering the 10 step model, and a Mystery Shop report completed by Aberdeen Chamber of Commerce.