Service Excellence Mindset

WHY THIS PROGRAM

Customer service is the heart of any business. It must never be left to chance. Service Excellence rendered by staff to customers is a critical factor that fosters customer retention, develops customer loyalty and builds brand preference.

Customers can be external (people that we sell to) or internal (people that we work with). Excellent internal customer relationships will normally lead to staff delivering excellent customer service (service excellence) to their external customers. Having a Service Excellence Mindset (SEM) will motivate staff to provide service excellence to their customers wholeheartedly or almost sincerely, be it internally or externally.

The key is for staff to find the real meaning in what they do and adopt the Service Excellence Mindset (SEM) ie. “To Think like their Customer & Act like the Owner”.

Employees will be more customer-oriented, result-conscious, cost-oriented and committed in executing their jobs with high ownership which will help boost the company’s image and eventually its profit and growth.

Service Excellence Mindset

WHAT YOU GET

At the end of the program, your staff will be able to :

• Identify their customer’s needs and expectations and how their actions impact their customers’ perceptions
• Identify and adopt Service Excellence Mindset to deliver Service Excellence.

• Explain effective ways to exceed customers’ expectations via Service Excellence Mindset (SEM) and the right Tools & Techniques (R.A.T.E.R. Factors, S.E.R.V.I.C.E. Model and Service Recovery Process).

• Practise the right Tools & Techniques to provide Service Excellence that are aligned to the company’s values and standards.

• Develop Team and Personal Action Plans to promote and sustain Service Excellence at work.