Who should attend
- Level 1 - Admin & Support
- Level 2 - Supervisor, Executive, & Emerging Managers
- Level 3 - New Managers
About the course
Most service personnel know what great service is, but still, they may not even 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. The workshop equips the participants with a strong service mindset by providing the awareness, clarity and skills they need to give consistent top-notch service.
This programme is designed to convert service providers to SERVICE AMBASSADORS who readily create great service experiences for the customers that go beyond text book knowledge and techniques. As service ambassadors, they will help create a positive service culture at the workplace.
At the end of the programme, participants will be able to:
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 AMBASSADOR
Understanding Customer Service
A study of human nature and behavior as a foundation for great service
Service Excellence – How does Singapore benefit?
How does your organization benefit?
How do you benefit?
Employer versus Employee mentality
Perception Points in the Service Cycle
Customers' standards for service excellence
Hierarchy of Service Standards
Identifying and addressing customers’ needs
Identifying opportunities for personalized service for customers
What is “Going the Extra Mile”?
Because of COVID-19, many providers are cancelling or postponing in-person programs or providing online participation options.
We are happy to help you find a suitable online alternative.