About this course

This course is for those who are looking to build the competencies, confidence, and tools to excel their service standard to drive long term business results.

You will learn how to:

• design a best-in-class Service Standard taking tips from leading brands doing it right
• ensure that key stakeholders across the business know about your Service Standard and how to employ it all the way to the frontline
• use behavioral science to make these service standards part of intuitive behavior
• use science to create better connections between your frontline staff and your customers

This is the first of four Masterclasses. When you complete all four you will be awarded a certificate stating that you are a Frontline Success certified Leader.  

‍

🛠️ Examples of tools and techniques covered in this course:

• Emotional intelligence techniques
• The key principles of success service standard framework
• Stakeholder Mapping guide
• Expectations Management checklist
• Empowerment techniques
• Effective communications plan template
• Checklist to create an impactful service standard
  

Week 1

• Service Standard definition
• What gets measured gets managed
• Stakeholder mapping
• Service Standard Ingredients

Week 2

• The three approaches to Service Standard design
• Best in class examples
• How to run a Service Standards workshop

Week 3

• Start small
• What the Service Standard means to me
• Sharing experiences

Week 4

• Service Standard ownership
• Reporting
• Recognition and re-alignment