Introduction

This programme is designed to build the front liners with the right mindset, knowledge & skills on how to deliver service excellence to customers. The focus will be on developing competent & committed front liners in 4 main areas:

• Building Customer Focused Mindset by internalizing front liners’ role in taking ownership in delivering service excellence and contribute to organisation success.
• Communicating & delivering service excellence at every customer’s Touch Points via verbal & non verbal communication
• Building the image of a Service Professional.
• Delivering Service Excellence through Emotional Intelligence (application of EQ tools to manage & leverage their own emotions and that of customers’ to build positive relationships & deliver service excellence on consistent basis)

Who Should Attend

All front liners

What they will learn

• Acquire the right mindset, skills, knowledge & tools on HOW to deliver service quality and enhance customer’s experience for organisation success.
• How to take ownership in building loyal partnership with customers.
• How to leverage Emotional Intelligence to drive performance in delivering service excellence on consistent basis.
• Develop “Can & Will Do” thinking at work.
• To Internalize and leverage on teamwork for effective service delivery.
• Service grooming – How to build an image of a Service Professional

Methodology

The programme will be conducted using a combination of lecture, Role Play, presentation & simulation activities.

Typical duration is 2 Days (9am – 6 pm).