Service Excellence WSQ Module WSQ Build An Uplifting Service Culture

Course details

INTRODUCTION

Service connects us all. Every time we go to the store, ride the bus or go to the doctor we experience service. But at work we delegate service to a single department that is guided by anecdotal wisdom and clichés like "the customer is always right." We promise our customers satisfaction and then allow internal politics and inefficient methods to frustrate employees' ability to deliver. If service is everywhere, why aren't we doing it better?

Ron Kaufman believes we can do it better, and knows exactly how. After more than 25 years of helping leaders transform their service cultures, Kaufman has discovered that while each successful organization is different, the architecture they apply to build an uplifting service culture is the same.

Capelle Academy is privileged to partner with Ron Kaufman to launch this workshop - Build an Uplifting Service Culture - based on his New York Times best seller “Uplifting Service”. In this workshop, participants are introduced to the 5 key elements of uplifting service - the architecture for a self-sustaining service culture and a prescription that works. Participants will learn the steps to be taken to build a sustainable culture that delivers it every day, and offers tools and practices that have been proven effective in business, government, communities, and homes, thus providing a blueprint for making service a part of everything we do.

This course is conducted by Capelle Academy (CET).

OBJECTIVES

At the end of the program, participants should be able to:

• Develop an Engaging Service Vision
• Establish a Common Service Language
• Identify and improve your Service Communications
• Capture and share Voice of the Customer
• Reinforce your culture with improved service recruitment, orientation, recognition, measurement, benchmarking and recovery
• Enhance your Service Improvement Process
• Be a powerful and effective Service Role Model in your organization and in your life

METHODOLOGY

This program will feature the following learning methods:

• Discussion and exercises
• Individual and group activities
• Experiential activities
• Short lectures

WHO SHOULD ATTEND

This program is designed for managers