Let me show you why...
Understand the principles of The Service Profit Chain. This thinking is the foundation of all the best service organisations
From team manager to team leader. Practical tools and valuable insights on how to improve your day to day leadership
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"Mike is a unique and inspiring teacher and facilitator. He combines a lifelong hands-on experience in the service industry with a sharp commercial insight in what drives our business and industry, and an emotional intelligent approach to working with people at all levels. "
We find Team Leaders at all levels.
You could be in charge of the shift at your local fastfood or The VP of Marketing in a large organisations.
If you are getting the job done with the help of others you are probably also a team leader
Like most team leaders you probably need to juggle 2 jobs.
The managerial function that is often your core skill and the leadership of others ( relational skills) - something they often struggle with.LEARN MORE
If so you have probably often faced the dilemma that you have a team leader who is excellent at the management part of their job.
But - the team is suffering.
If you know your Service Profit Chain you know that this is not going to work in the long run. But you keep postponing doing someting about it...LEARN MORE
The overall customer experience is the key driver of loyalty.
Your front line employees make or break that experience at every touch point.
It's not about employee satisfaction but about engagement. The superior experience is delivered by the engaged team member.
Engagement is created primarily by the direct supervisor - the team leader.LEARN MORE
Firstly that depends on the current 'state' of the team - I.e. how do they feel about woking on this team.
Secondly it depend on the quality of the team leader.
So if we survey the team we get answers to both... if you get my drift