IMPORTANT NOTICE: This program is scheduled as a face-to-face classroom training during the Fall 2020 semester, but may be moved online due to future recommendations for distance learning due to the Novel Coronavirus (COVID-19). Any updates will be posted on this page and all enrolled students will be notified by email of any anticipated curtailments.
Leadership in Service Excellence is a one-day workshop focused on developing the techniques and skills critical to creating an exceptional service-oriented work environment. Participants will explore best practices for creating highly efficient service delivery teams and be introduced to leadership actions and behaviors that will lead to superior levels of customer service. Additional topics will include: understanding the core concepts of a high performing service rhythm; reviewing the element of the strategic approach to total service excellence model; and examining the “good, bad, and ugly” service experience stories.
The group will also examine profiles of great service delivery organizations in various industries, internal and external forces that are driving changes in service delivery operations, the service performance gap, and how organizational culture and team DNA factors influence service excellence. This workshop is geared towards frontline service supervisors, operations managers, and team leads, but is applicable to anyone in a service-oriented environment.
Peter Hughes, M.Ed., is a part-time faculty member at the University of New Hampshire’s Paul College of Business and Economics, where he teaches organizational behavior. He also teaches at Cambridge College’s Graduate School of Management teaching courses in operations and total quality management, organizational development, and transformational leadership. Peter has worked with numerous hospitality and service organizations. More recently, he was hired by the country of Anguilla to help improve the tourism experience for international visitors. Peter’s business career encompasses diverse industries where he has served as Manufacturing Manager, Corporate Project Manager and Director of Organizational Development. He is also the President & CEO of High Performing Leadership, Ltd, and the author of the book, Leadership and the Road to High Performance.