Leadership for Quality Service

Running Time: 16 minutes

The films in the Learning a la Carte film series, which is part of the larger TakeAway Training series, describe fresh challenges, innovative solutions and give informed insights into the future of work. Featuring discussions between psychologist Peter Quarry and leading international experts, these programmes are ideal for learning centres, training sessions and managers' own bookshelves.

In this film, hear from a former Disney executive about how leadership can ensure that high quality customer service is consistently delivered. Key learning points include: the importance of a strong, consistent service message; empowering front line employees to provide service; maintaining service enthusiasm for the long term; the difference between managers and leaders. The programme features psychologist Peter Quarry, interviewing Doug Lipp, an international business consultant, USA.