Rendering Total Service at Every Level

MDIS


Course introduction

Customer expectation has changed over the years. In an age of increasing competiveness customers, are seen to be more demanding, more discerning and at times increasingly fastidious. In today's environment, meeting the standards in delivering service to the new age customer is never enough. This training programme is aimed to drive service excellence from the top up to the bottom down. Organisational culture then becomes synonymous with excellence. Unless organisations take the lead in a culture of excellence from top up at every level, consistency in service levels will remain an increasing challenge and the image of the organisation turns for the worst. This workshop aims to drive the importance of organisational culture and rendering service at every level.



Course Benefits


Upon completion of this workshop, participants will be able to:

  • Have a heightened sense of awareness of the increasing challenges in the modern landscape
  • Understand the varying customer needs
  • Delight the customers
  • Provide exceptional service
  • Manage customer expectations at every level
  • Manage stress
  • Apply winning strategies in managing difficult customers



Target Audience


The course is designed for managers, executives, supervisors, team leaders and staff members of service organisation.



Course Outline


Organisational Culture

  • Values  drive culture
  • Integrating an adaptive culture
  • How management can lead from the top
  • Understand the new age customer
  • How staff can be empowered
  • Engaging staff at every level
Service Professionals
  • Service mindset
  • The choices we make
  • Service DNA
  • Taking ownership and accountability
Levels of Service
  • Why it’s better to under promise?
  • Meeting the standards
  • Looking at service beyond expectations
  • WOW
Grooming
  • Developing a positive attitude
  • How grooming impacts on the organization
  • Look good, feel good
Communication
  • Understanding how we communicate
  • Understanding the taboos of communications
  • How is information gathered?
  • Applying questioning techniques
Moments of Truth
  • The first impression
  • The tangible -  What’s seen
  • The intangibles – What’s unseen
Types of Customers
  • Managing the different types of customers
  • Addressing needs and wants
  • How to effectively manage stress
Service Recovery Techniques
  • The words we use
  • Putting yourself in customers shoes
  • Turning failures into opportunities
  • Customised action plan
  • Acquire tools for recovering difficult customers

Methodology

The two-day programme would be highly dynamic and interactive .It will be activity driven with lectures, case studies, role plays, video clips, paired / group discussions and team assignments.


Fees
  • S$856.00* (including GST)
* Members enjoy a 15% discount before GST
* Group Discount (3 or more participants) - 10%


SDF Grant
  • Pre-approved SDF Funding of S$28.00 for All Companies
  • SDF Course Code: CRS-N-0030313
SkillsFuture Credit
  • Pre-approved SkillsFuture funding of S$500.00
Structure Duration : Two days  
Time : 9am to 5pm
Commencement Date :
29 - 30 May 2017
06 - 07 Sep 2017



Available Course Sessions


Please click here to stay updated on upcoming sessions.



Trainer Profile


Abraham Judah

All of our Associate Trainers offer our high level of service therefore are subject to regular peer assessments and interview prior to joining our Institute. They must all be qualified and have relevant experience to an agreed level and are subjected to continual audit and evaluation. Strict internal assessment is implemented as an integral part of our quality control mechanism.



 

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