SCR-110    Service Excellence with Seven Winning Personalities 

• Overview
• Course Objectives
• Course Content
• For Whom
• Schedule and Hours

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In service industry, the PEOPLE fronting the business outfit giving the best service will surely differentiate them with its competitors. Products are not the only factor why customers choose us but the other half, PEOPLE dimension is equally important. This Program is designed to enhance the Service Excellence with SEVEN Winning Personalities. It will help the participants to build their new Service Characters and satisfying the customers whom we should coin as guests by uplifting their professional service.

At the end of the course, the participants will be able to: 

• Comprehend what is excellent and exceptional customer service by uplifting their service delivery
• Understand and internalise the Changing Mindset required by the organisation in order to suit the changing business environment and customer care by rendering excellent Organisational Service Culture and incorporating Vision, Mission and Values
• Understand the changing expectations of the customers in relations to their human and business needs to address the diverse types of customer styles
• Master the principles and practices of the winning personalities in achieving service excellence
• Acquire knowledge and skills in making effective customer care
• Master the Service with “HEART” Techniques in dealing with Difficult, Upset and Angry Customers
• Master and practice the Service Standards, Techniques and Practices (SSTP) including (a) The Basic Courtesy; (b) The Organisation SSTP; (c) The Functional SSTP

PART 1: SERVICE MINDSET

• My Service My Contract
• My “Guest” My Master
• Where am I in my organisation?
• Everyone is Important
• The Impact/Value of My Service to others
• My Organisation and I

​PART 2: SERVICE CULTURE

• Definition of Service Culture
• “World Class” Service
  

PART 3: SERVICE LEADERS

• Advocate the ViVaMOS
• Show Direction
  
• Walk The Talk – Practising the Service Standards, Techniques and Practices (SPP)
  
• Exercise the Leadership Enablers
  

PART 4: SERVICE STANDARDS

• The Service Brand 
• Basic Courtesy – The 10 MUST DO Basic Courtesy
  
•  The Functional SSTP (Service Standards, Techniques and Practices)
  
• Managing Customer Complaints
  
• Closing: Final Showcase – Group Role Play “SERVICE CHAMPION CHALLENGE”
  

Frontliners/ Customer Care Provider.

This is a ​2-days programme.
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This course runs from 9:00am – 5:00pm with an hour for lunch and periodic short breaks.
 
This is an intensive session designed to include as much discussion as possible. Lunch and breaks provide an opportunity for further questioning and discussion with the instructors.

We are HRD Corp (Human Resource Development Corporation) Registered Training Provider.
​All of our training modules are claimable under HRD Corp.