The Service Profit Chain Institute - Linking Employees, Customers and Profits

The Service Profit Chain Institute, Linking Employees, Customers, and Profits

Achieving Breakthrough Value:
Front Line Managers Program

Making a difference at the customer interface that makes it easier for frontline employees to deliver a memorable, emotionally positive experience for customers is central to the role of frontline service managers. This workshop teaches key concepts and tools to support front line managers in developing the skills and knowledge to master the day to day challenges of their jobs. Topics that are covered include:

•  Understanding the Value Profit Chain
•  The HR Value Cycle
•  Fewer, Better People
•  Mapping the Customer Experience
•  Improving Processes that Deliver Maximum Customer Value
•  Managing ‘Emotional Labor’
•  Planning for Results

Each workshop also includes the Achieving Breakthrough Value 4 CD Action Learning Program to assist managers as they apply these concepts and tools in their own organizations.

For more information, email info@serviceprofitchain.com

Overview

A powerful 2-day program targeted at managers of front line service representatives, in which participants apply value profit chain concepts and tools to managing the service experience. The impact on the customer and employee experience creates tangible results.

SKU/Item Number: ABV-1013

Price: Please Inquire

Pricing is based on number of managers, facilitator and any customization requested to maximize the impact of the learning experience.

•  Interactive two-day workshop solely
   focused on the challenges facing
   managers who lead front line service
   providers

•  Balance of case study, skill practice
   and ‘real work’ application

•  Managers leave the workshop with a
   clear plan of action for applying new
   tools and concepts that will make a
   difference in managing their service
   teams as soon as they return

•  Developed at the Harvard Business
   School, the 4 CD ROM Achieving
   Breakthrough Value: Action Learning
   Program is included to support
   managers as they introduce these
   concepts back in the workplace

Visit Us:
The Service Profit Chain Institute
44 Baker Hill Drive
Hingham, MA 02043

Call Us:
877-777-0455

Fax Us:
781-749-6855

Email Us:
info@serviceprofitchain.com