Extraordinary Service Culture

Overview

Like it or not, competitions and new comers are "eating" into your market share everyday, and every minute. To stay ahead of the competition it is no longer the product that matters, it's the "SERVICE" that makes a difference and will continue to bring you repeat business if you are offering what your competitors don't.

Learn from World Class Service Led Organizations (SLO)’s best practices and as you discuss the various skills and techniques, you will draw from your own personal and varied experiences to share elements of reward and challenge. Come learn and experience how power principles like ‘Serve it Forward’, ‘Making the Impossible, Possible!’, ‘Memorable Experiences Stay’ and many others can be incorporated and made part of your service culture. Attend to benefit from this highly interactive 2-Days workshop which will show you the ways and means to make an Impactful SERVICE Difference that will not only Win, but Retain the customers from your competitors.

Program Objectives

Upon completion of this program, you will be able to:

• Create innovative ways to build an atmosphere of extraordinary customer service.
• Develop a culture that will motivate employees to perform and be engaged in exceeding customer needs.
• Become more effective in managing, dealing and exceeding customers’ expectations
• Convert the complaint/ difficult customers into new business opportunities
• Build opportunities within the scope of your authority for dealing effectively with others.
• Suspend your frame of reference and communicate more effectively.
• Learn what kind of leader you are and how to maximize on those strengths.
• Develop strategies for a service management system that creates engaged employees and satisfied customers

Participants will learn how to:

• Uplift your service level from just greeting and thanking
• Stand out and above the competitions with creative service ideas
• Rejuvenate your team service culture with useful tips and tools
• Speak in "customer perspective" and win their hearts
• Understand how your own behaviour impacts on the behaviour of others.
• Communicate more assertively and effectively.
• Convert the complaint/ difficult customers to become your regular customer
• Develop more confidence and skills as a problem-solver.
• Learn ways to make customer service a team approach.
• Develop the skills and practices that are essential elements of a customer service focused manager.
• Apply the ‘SMILE’ success strategies for Extraordinary Service Excellence
• Recognize what employees, especially Generation Y, are looking for to be truly engaged.
• Identify the key success factors that lead to excellent service leader
• Identify the different customer group and how to "wow" them with great service

Who Should Attend

 

Managers, Business Owners, Executives & Service Professionals, especially from the Hospitality, Retail and Service driven businesses, who want to enhance their understanding of service excellence, effectiveness and performance at coaching, mentoring team players to achieve a world class service experience both a personal and organization level.

Course Fees

 

RM 1,950 seminar fee, with additional RM 200 discount ( if you register 14 days before event close date )
Register 3 people from the same company and receive further 20% on the 3rd person onwards