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Front line service staff simply cannot control many of the factors that impact on service quality. Consider just a few . . . service policies and procedures, reward systems, staffing levels, a poor “fit” with job expectations, and management practices.
So don’t make the mistake of focusing all your training efforts on front-line staff. It’s the management staff that actually has the most leverage to positively impact service levels.
QTS offers you two ways to provide leaders with tools they can use to make a real difference on service quality:
- Service Leadership training
- Interviewing Skills training
- Front-line service staff need leaders who will . . .
- provide supports needed for staff success
- share key information about customers
- allow maximum front-line autonomy
- hold staff accountable for performance
- look for ways to remove barriers to service
Without these, even the most motivated staff people will eventually lapse into delivering mediocre service.
QTS can train your leaders at all levels to use these skills, and many others, which will enhance staff performance with customers.
QTS recommends combining Service Leadership training and Front-Line Stafftraining in the same organization as a very effective strategy for improving service from “both sides of the equation”.
Experienced leaders in any service environment will acknowledge that making the right hire for service staff has more impact on customer service quality than any other single factor. All the training in the world and the most conscientious management practices cannot make up for a person who’s been misplaced in a service job.
QTS Interviewing Skills training has been developed to meet the needs of hiring managers in the service industry. It provides the basic framework for all aspects of successful interviewing:
- : creating profiles, identifying questions, screening candidates
- : recommended format, questioning/listening skills, opening and closing the interview
- : selecting best candidate, notifying candidates, making the offer
Like all QTS training, this is highly interactive training, stressing both skill practice and application to the participants’ work environment.
Both Service Leadership and Interviewing Skills training can be
QTS has years of experience designing and developing service leadership training materials to fit a client’s specific needs. We will tailor training content to recognize your organization’s products and services, culture, management practices and customer base.
QTS facilitators can deliver this training on site for you, or we can train your own internal facilitators and provide them with detailed Instructor Guides. |
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"We have been very satisfied with QTS willingness to design custom programs to meet the company’s business needs. . . . [QTS] looks for ways to structure training with a heavy emphasis on interaction, as opposed to formal presentation style."
Julie Burns, HR manager, PMSLIC
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