Managing Service Excellence

/Managing Service Excellence

Managing Service Excellence

Our program framework provides a structured and holistic approach to organizational development and improved corporate performance It focuses on fostering a quality and performance. customer oriented mindset within the organization through the application of assessment tools, workshops and hands-on consulting.

This framework specifically addresses 3 critical factors, essential to determining an organization’s adequacy to deliver customer value & customer experience, service quality and returns on investment.

Course Outline

  • Where Service Excellence Start
  • Know the Expectation
  • The Communication
  • It’s Not What You Say: Rephrasing for Better Relationship
  • A Handy Bag of Tricks: Managing Difficult Customers
  • Achieving Service Excellence
  • The Clinic: What We Can Do Better
  • Toting Up the Score: Measuring Customer Satisfaction


What participants will gain at the end of the program

  • To identify the service performance gap
  • Identify the courses of action to be taken for improvement.
  • To bridge their skills, knowledge and behavioral gaps
  • To advocate greater customer centricity.
  • To be able to engage with customers
  • To provide a complete solutions to their need and demand.
  • To learn how to handle difficult customers and adversities.

Our Approach

  • Highly interactive lectures
  • Interactive Discussion
  • Role plays
  • Course manual
  • Activity Handbook
  • Personal Action Plan
2018-02-28T11:28:28+08:00 February 2nd, 2018|0 Comments