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At the Institute, you will learn how to diagnose and strengthen key weak spots in your service offerings

• Finding out what your customers really expect - you'll understand how price can set expectations, how to recover disappointed customers and how to help your company see your service processes from the customer's viewpoint
• Knowing how to develop quality service designs - "blueprinting" will teach you how to develop a visual representation of the key steps and internal relationships in your service process that can deliver highly satisfying services
• Discovering the best ways to deliver to your services standards - you'll learn how to manage people to effectively keep services promises and how to use technology to engage your customers and enhance their service experience
• Understanding the critical differences between your organization and world -class service firms - you'll learn key principles of companies known for their strong service cultures and their ability to create highly profitable service offerings

At the Institute, we will challenge you by:

• Engaging you with renowned faculty and business presenters to keep you on your toes and ready to learn
• Examining a business case and providing several hands on application exercises-we expect you to prepare in advance and pitch in to the discussion!

We ensure that you will be able to make the most of the networking opportunities by:

• Limiting the number of attendees to a small group of about 55-65 managers from a broad spectrum of industries
• Encouraging you to work on team exercises that provide an opportunity for you to share ideas and immediately apply them to your business
• Inviting you to participate in networking lunches and evening events where you can share ideas and experiences

You'll benefit most by attending this program if you
are a...

• Marketing, Operations or Business Development Executive
• New Product or Service Developer
• Marketing Manager
• Customer Service or Customer Advocacy Manager
• Strategic Planner
• Business Development Manager
• Service Operations or Service Quality Manager
• Professional of any kind who must understand how to use services as a source of competitive advantage