Welcome Management

What is Welcome Management?

Welcome Management is a one-day training programme designed to help you to develop the understanding, skills and competencies that you will need for effective management of your business. It is part of a high-profile national initiative that can help your organisation:

  • develop an effective customer service strategy 
  • design and implement systems which focus on meeting customer needs 
  • benchmark your customer service standards against those of your competitors 
  • recruit, lead and motivate a team of customer service orientated staff

The training has been designed to enable participants to acquire underpinning knowledge and develop skills leading towards assessment of NVQ Levels 3 and 4 associated with Customer Service and Management programmes.

The Benefits

The Welcome Management training programme can help managers or supervisors in any service sector organisation, including those working in:

  • accommodation and catering 
  • travel and transport 
  • leisure and entertainment 
  • retailing 
  • public sector and voluntary organisations
  • other service sector businesses

Course Content

Welcome Management is a practical course which provides participants with a toolkit for use in the workplace. It covers the following areas:

  • Programme aims and objectives 
  • Introduction 
  • Learning outcomes 
  • Your personal objectives 
  • Understand your business situation 
  • Learning outcomes 
  • Developing a customer service strategy 
  • The four dimensions of service excellence 
  • What is service excellence? 
  • What are your business goals? 
  • Analyse your business situation 
  • The external environment 
  • Know your key customer groups 
  • The importance of exceeding customer expectations 
  • What customers want and don't want 
  • Reputation is the key to success 
  • Internal features of your business 
  • Using a SWOT analysis 

Set your objectives

  • Learning outcomes 
  • Set your objectives 
  • Right product, right market 
  • Critical success factors 

Establish your customer service strategy

  • Learning outcomes
  • Defining your customer service strategy
  • Systems and strategy
  • Service recovery
  • People and strategy
  • Empower and involve your people
  • Establish long term customer relationships
  • Reward and recognition

Monitor and evaluate progress

  • Learning outcomes
  • How to measure service quality
  • Benchmarking

Take it from here

  • The service-profit chain
  • Service excellence = profit maximisation
  • Management action plan 
  • Service Excellence Toolkit 
  • Purpose of the Service Excellence Toolkit 
  • Structure of the Service Excellence Toolkit 
  • The service perspectives 
  • Assessment and scoring 
  • Assessment by focus group 
  • Service excellence questionnaire