Program Objectives:The key objective of the program is to assist the participants to focus on key elements of service that enables participants to strive and sustain service excellence aligned with customers' expectations. The participants are expected to:
- Understand the needs and wants of the target customers.
- Identify the elements of the 7 Critical Success factors of service in their respective companies/departments.
- Develop a range of customer service skills.
- Establish and formulate a follow-through plan for implementation of excellent service.
Program Outline:
Defining Service Quality
- What Does Excellent Customer Service Means To Me?
- Who Determines Excellence & Quality?
- Who Benefits from Excellent Service?
Service Success Loop
- The inter-relation of Organization/Business Entity, Employees, Customers.
- Managing customers' expectation gaps.
- The key characteristics of excellent customer service companies
The 7 Critical Success Factors in Service
- The Moments of Truth
- Establishing Service Indicators
- Setting Service Standings
- Customer Service Skills
- Service Leadership
- Be A Change Agent
- Teamwork
How To develop an action plan to enhance customer service excellence at the workplace.
Methodology:
Lectures, video reviews, exercises, role-play and group discussion
Duration: 2 Days
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