MASTERING THE ART OF
CUSTOMER SERVICE EXCELLENCE
Unfolding the Quality of Service @ the Workplace
& Innovation @ the Workplace
Organisations, both for profit and not-for-profit public institutions recognise the power of providing outstanding customer service. It is the only way, to gain a sustainable and a competitive advantage in the market place. Employees at all levels need to master the essential skills to provide excellent service to their internal and external customers. Unfolding the quality of customer service at the workplace is critical to the overall survival and success of an organisation. Successful organisations ensure that all their employees master the art of customer service excellence. This would demand that all operational, supervisory and managerial staff need to become competent in managing their internal and external customers.
This 2 day workshop is designed to enable the employees in the organisation to Master the Art of Customer Service Excellence.
At the end of the workshop participants will be able to
- Apply the service quality elements at all aspects of operation
- Understand their role and responsibilities in developing and implementing service quality culture
- Respond and handle customer service more effectively
- Practice active listening with empathy
- Participate actively in the organisation-wide customer service practices
- Identify and use the relevant tools to measure quality service standards
- Manage conflicts more effectively
- Practice service recovery strategy
The workshop can be conducted to meet the specific needs of:
- Managerial level staff & Supervisory staff
- Front-line/Operational staff
COURSE OUTLINE
DURATION: 2 days
WORKSHOP CONTENT FOR FRONT-LINE/OPERATIONAL STAFF
- Understanding the Service Quality concepts
- Mastering the Service Excellence Attitude
- 3 Pillars of Customer Service Excellence
- Johari Window – A tool for service excellence
- Understanding Customers Needs
- Managing the Hurdles (Process Policies & People)
- Assessing and Enhancing the Levels of Service Standards
- Communicating Effectively
- Pareto Principle in Customer Service
- Dealing with ‘Difficult’ customers
- Service Recovery
WORKSHOP CONTENT FOR SUPERVISORS & MANAGERS
- Understanding the Service Quality concepts
- 3 Pillars of Customer Service Excellence
- Johari Window – A tool for service excellence
- Recognising & Managing the Hurdles (Process Policies & People)
- Know your System & People
- Introducing & Sustaining Service Excellence
- Managing Service Standards – Moment of Truth
- Assessing and Enhancing the Levels of Service Standards
- Managing Customer Complaints and Feedback
- Coaching Skills
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