Staff Development Courses

Staff Development Courses McGill University

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Staff Development Courses

For a listing of courses offered by Financial Services, consult their Knowledge Base Page.

To register, view your current registration status, or cancel your registration for a course, please sign in using your McGill ID and Minerva PIN. If you do not know your ID and PIN, please contact IST Customer Support Help Desk at 398-3398.

SE - Service Excellence at McGill

Service Excellence Training for Managers

Duration: 1 days
Cost: $0
Course objectives:
Target audience: Managers

PURPOSE STATEMENT

Consistent with a University-wide initiative, this program is designed to build on your real life experience and leadership skills to facilitate the adoption of a Service Excellence approach to front-line services to students.

COURSE OBJECTIVES

• Develop competencies and coaching skills to lead service excellence
• Create an opportunity to transfer knowledge amongst managers about their areas of service and create a shared mindset about service excellence
• Develop strategies to implement changes in management practices to support a service excellence culture
• Develop a process mindset
• Obtain tools and resources to support service excellence at McGill.

PRE-WORK PACKAGE

• Canadian University Case Study;
• Reflections and learning objectives about yourself as a leader and or manager providing service excellence;
• Service Excellence Field Exercise

RECOMMENDED SUPPLEMENTARY READING

1. The Quest for Customer Focus by Ranjay Gulati and James Oldroyd Harvard Business Review April 2005
2. Leading Change. Why Transformational Change Efforts Fail by John Kotter. Harvard Business Review January 2007
3. When Operational Excellence Meets Customer Intimacy by Phil Anderson, Geoff Healey and Malcolm Locke. Review Critical Eye. The Journal of Europe’s Center for Business Leaders Sept-November 2005
4. When Your Customer Wins, You Can’t Lose by Jack Collins. Harper Business Review (Business Summaries.com)
5. Raving Fans. A Revolutionary Approach to Customer Service by Ken Blanchard and Sheldon Bowles (Business Summaries.com).

FACILITATORS – McGill trainers


Calendar

Module Course Duration Start Date Registration
SE Service Excellence Training for Managers 1 day TBD Please sign in to register
Maximum Number of Participants 50
Time WAITING LIST

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