Quality Service Management

It is the ability of the organization and its employees to deliver service consistently, reliably, and accurately.

• Big Picture

• Responsiveness

• Reliability

• Empathy

It is the willingness of the organization’s employees to provide prompt service and help customers.

• Apprenticeship

• Responsiveness

• Empathy

• Reliability

It is the process of building learning into the job, making learning mandatory for everyone, and institutionalizing that expectation.

• Formalized Training

• Retraining

• On-the-job training

• Apprenticeship

This means teaching employees the organization’s overall values, purposes, and culture, and how what they do helps the organization succeed.

• Big Picture

• Diversity

• Empathy

• Reliability

It seeks to identify which skills and competencies the organization need and whether or not it has them already.

• External Training

• Internal Training

• Task

• Organizational Analysis

It is often made available to employees who have burned out, have become unable to perform their current jobs because of technological developments, or whose jobs have been eliminated.

• Retraining

• Diversity Training

• Internal Training

• On-the-job Training

This method of training is wherein trainees spend a set period of time learning a craft or trade under the guidance of an experienced master.

• Apprenticeship

• Retraining

• Internal Training

• Simulation

It is also called attitudinal training to change how people look at other people can have significant payoffs in improving the way their service employees interact with each other and with the many types of guests.

• Retraining

• External Training

• Internal Training

• Diversity Training

It refers to the employee’s willingness to provide caring and individualized attention to each customer.

• Empathy

• Solidarity

• Responsiveness

• Reliability

This training method is wherein employee learns the job by doing. The individual is placed in the work situation and a supervisor or coworker instructs the employee on how the job is done directly at the workstation.

• On-the-job Training

• Simulation

• Apprenticeship

• Retraining