High energy, high content, and highly effective Service Excellence Workshops.
This suite of powerful service improvement tools are easily customized to achieve your business objectives. Each workshop emphasizes application to specific service situations ensuring new ideas are generated, new actions are taken, and new value is created.
Workshop participants apply proven techniques to:
• solve service problems
• handle difficult service situations
• boost service performance
• add service value
• increase service commitment
• build powerful and lasting partnerships
• convert customers into loyal ambassadors
• manage customer expectations
Please use this booking form to schedule your workshop if you are authorised to schedule training for your company.
These workshops build a common service language among internal and external service providers enabling your team to communicate quickly and easily across a wide range of service situations. Common Service Language is the first building block to building a superior service culture.
Learning Objectives
- Develop a practical definition of service excellence
- Recognize different levels of internal and external service
- Understand why service must continuously improve
- Identify specific action steps to improve
Programme Contents
- Discover the definition of service excellence
- Understand the Six Levels of Service
- Appreciate rising customer expectations
- Discover why today’s standards are not good enough for tomorrow
- Develop team and personal action plans
RESOURCES:
Learning Objectives
- Understand how customers obtain
service value - Identify key categories where you can increase service value
- Evaluate the experience you deliver and set goals for the future
- Create plans to add more value in each category
Programme Contents
- Discover the four value categories: primary product, delivery systems, service mindset and ongoing relationships
- Recognize where customers express
what they value - Learn proven techniques to boost your performance
- Identify practical steps to add service value now
RESOURCES:
Learning Objectives
- Understand why upset customers can
be a tragedy or an opportunity, and how
your attitudes and actions will make the
difference - Recognize the three actions you must take to earn higher levels of loyalty in service recovery situations
Programme Contents
- Identify the three key steps in effective
service recovery - Learn how to bounce UP to higher levels of loyalty than ever before
- Learn how to turn angry complaints into sincere compliments
Programme Contents
- Learn how to map out service transactions
- Discover how customers perceive your service
- Understand the power in ‘moments of truth’
- Identify hidden opportunities for service
excellence - Commit to specific improvements
RESOURCES:
Learning Objectives
- Map the flow of your service transactions, from your customers
point of view - Identify key internal and external perception points
- Apply the Six Levels of Service to all
perception points - Create action steps to improve service
right away
Programme Contents
- Learn how to map out service transactions
- Discover how customers perceive your service
- Understand the power in ‘moments of truth’
- Identify hidden opportunities for service
excellence - Commit to specific improvements
RESOURCES:
Learning Objectives
- Learn why blame, shame and excuses
are poor responses to service problems - Discover how language impacts our service reputation
- Take personal responsibility for service
improvement with specific action plans
Programme Contents
- Identify where blame, shame and excuses exist in your organization
- Eliminate blame, feeling shame and making excuses
- Take personal responsibility to upgrade your service and uplift your service culture
RESOURCES:
If you have any questions or concerns, please do not hesitate to contact us at customer.service@thti.edu.tt or (868) 313-0456. We look forward to helping each and every one of you to improve service delivery to our customers and colleagues!
