Service Excellence

PROGRAM OVERVIEW

Most service personnel know what great service is, but they may not provide good service in their jobs. This gap is not due to a lack of skill or service competency but rather a lack of a genuine service mindset.

“SERVE YOU RIGHT!” teaches participants how to provide great customer service with little effort. The workshop equips the participants with a strong service mindset by providing the awareness, clarity and skills they need to provide consistent top notch service.

This programme is designed to convert service providers to SERVICE PROFESSIONALS who readily create great service experiences for the customers that go beyond textbook knowledge and techniques. As service professionals, they will help create a positive service culture at the workplace

LEARNING OBJECTIVES

• Understand the importance of providing excellent service
• Build service models describing excellent and terrible customer service
• Improve their level of customer service through their own experiential learning
• Determine customers’ standards for service excellence
• Establish specific behaviors that will create pleasant customer experience
• Use positive words, tone and body language with customers
• Transform from a service provider to a SERVICE PROFESSIONAL

PROGRAM CONTENT

1. Understanding Customer Service
2. A study of human nature and behavior as a foundation for great service
3. Service Excellence
   • How does your company benefit?
   • How do you benefit?
4. Employer versus Employee Mentality
5. Perception Points in the Service Cycle
6. Customers’ standards for service excellence
7. Hierarchy of Service Standards
8. Know your Products and Services
9. Know your Customers
10. Know your Organization’s Systems and Standards
11. Effective communication techniques and service language
12. Identifying and addressing customers’ needs
13. Identifying opportunities for personalized service for customers
14. Seeking customer feedback and improve service
15. Building customer loyalty
16. What is “Going the Extra Mile”?
17. Service Breakdowns and Service Recovery
18. Reflection and Sharing
19. Service Excellent Model
20. Action Plan and Commitment
21. Transformation from Service Provider to SERVICE PROFESSIONAL

Conclusion – SERVICE EXCELLENCE doesn’t happen by chance. It takes effort and pride to make it happen. Make it happen for your customers!