Course details
Introduction
This program teaches fundamental service principles to raise service levels and improve the customer experience at every point of contact. Participants learn a common service language and apply proven techniques to quickly solve service problems and boost service performance.
This course is conducted by Capelle Academy (ATO)
Objectives
- At the end of the course, participants should be able to:
Program 101
- Recognize the different levels of internal and external service
- Understand why service must continuously improve to maintain customer satisfaction
- Identify specific action steps to upgrade service now
Program 102
- Map the flow of your service transactions
- Identify key internal and external perception points
- Create action steps to upgrade key points in all sense
Program 103
- Understand how customers get service value
- Identify categories where you can increase value
- Create plans to add more value in each category Program 104
- Recognize five different styles of service
- Identify appropriate service styles
- Learn why blame and excuses are poor responses to service problems
- Take personal responsibility for service improvement
Who Should Attend
- Operation, Frontline Staff, Service Champions, Supervisors & Managers
Course Location
About Organisational Development Concepts Pte Ltd
We_The was established by a team of professionals passionate on OD who saw the increasing demand for customised training intervention, and the increasing need of a one stop provider.
The We_The management team have more than 47 years experience in the OD and HRD fields. Together with its in-house management consultant and a team of 80 associate trainers as well as subject matter experts in various fields, we are here to serve and support your organizations developmental needs.
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