Programme
The Service Champion Masterclass
Service you cannot measure is service you cannot manage. This masterclass equips supervisors to run service on data, using the ten metrics that actually move revenue.
- Duration
- 1 day
- Format
- In-plant or virtual
- Designed for
- Supervisors, team leads and service champions
What your team leaves with
- Stand up a service scorecard using the ten Cedar Bridge metrics
- Run a service compliance rhythm your team can sustain
- Diagnose whether a service problem is people, process or system
- Report service performance in the language of the business
What we cover
- 1
Why Data Drives Service Compliance
Moving the conversation from opinion to evidence, and giving service champions the authority that data confers.
- 2
The Ten Metrics
Average checkout time, repeat customer rate, average basket size, complaint rate, POS success rate, NPS, stock availability, inventory turnover, staff helpfulness and store conversion.
- 3
Building the Scorecard
Choosing baselines, setting realistic targets and designing a review cadence that survives a busy trading week.
- 4
Coaching on the Numbers
Turning a scorecard into coaching conversations rather than a stick to beat the team with.