Sales & Marketing,marketing management,
Information and Communications,
Customer Service,
Environmental Cleaning,
Personal Services,
Building and Construction,
Customer Service
Recognize the importance of service innovation in the organization Generate potential service innovation ideas to transform the customer experience Evaluate potential service innovation ideas according to organizational evaluation criteria Present mock ups of service innovation ideas to stakeholders
Provider: CAPELLE ACADEMY PTE. LTD.
Take personal responsibility to have a positive attitude when providing service Recognize the different types of customers and take steps to meet their needs Demonstrate qualities and characteristics of a winning service professional by projecting a positive and professional image Delight customers using the GLADLY process Look out and anticipate customers needs so that they will ...
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 Map the flow of your service transactions Identify key internal and external perception points Create action steps to upgrade key points in all senses Understand how customers g...
An organizations service vision serves as a rallying point for its employees to have in common. It articulates clearly what the organization offers to customers. This unit covers knowledge and application skills in role modelling the service vision of an organisation. It involves demonstrating the characteristics of a role model and promoting a customer-centric culture within the team to achieve...
This workshop covers knowledge and application skills to champion the service excellence ethos in an organization. It involves the development of a customer-focused strategy that will champion and communicate a service excellence ethos that fosters a customer-centric service culture.
Develop the organizations service operations plan that is aligned with the organization customer-focused strategy Define the communication approach and the medium (platforms) for effective communication of the service operations plan Evaluate the effectiveness of the organizations service operations against the established key performance indicators Identify the corrective action...
At the end of the program, participants should be able to: Promote service innovation culture in the organization Lead team in generating service innovation ideas Facilitate the implementation of service innovation ideas in the organization Evaluate success of implemented service innovation ideas
This workshop demonstrates the importance of building powerful and lasting partnerships with service partners and customers. It provides effective tools and proven techniques to help participants increase service commitment, add service value and enjoy lasting win-win results.
At the end of the course, participants should be able to: Apply the organizations vision, mission and values to create exceptional service for diverse customers Recognize own role in the service value chain Recognize different types of customers and appreciate that their needs and expectations are different from one another Enhance customer experience through respective service touc...
Learn how to move customers up the loyalty ladder Discover how angry customers can damage any organization Appreciate the value of loyal customers and colleagues Discover why fixing problems is not enough when things go wrong Recognize the three key steps you must take to earn higher levels of loyalty Discover the benefits of customer complainers and complaints Learn how to st...
- Planning for business excellence - Assessing the organization's level of business excellence - Managing improvements for business excellence as well as sustaining business excellence.