The Service Excellence Training Program intends on inculcate the value of service excellence. Apart from deciphering the areas needed to be addressed, the program efforts into bringing in the right kind of serving attitude needed for the organization’s survival.
Benefits of attending
The program
- reiterate the values the Company sees as positive
- turn these values into patterns of behavior
- raise the level of appropriate behavior to include internal and external "customers"
- give opportunities to practice
- allow assessment of areas of strengths and improvements
- build a code of behavior that all participants follow
- institute a buddy system for moral support
Program Contents
- Introductory Session- We are the human face of the Company, each of us has external and internal "Customers". Our responsibilities to the Company, each other and ourselves
- Basic Customer Service Skills
- Understanding Customer / Colleagues Needs- Listening to Customers/Colleagues
- Handling Complaints Professionally
- Handling Angry Customers/Colleagues
Program Duration- 2 days
Who should attend- Front line employees
Methodology-
Lecturettes, Group and Individual Exercises, Role Play and Video Learning
Note-For best results, the values and behavior encouraged by this program need to be reinforced by the Supervisor/Boss of the participants, on the job. Briefing sessions at regular intervals and informal workshops can supplement coaching sessions on the job. A recognition program supports the efforts of the group, and the buddy system developed helps employees sustain the Service Excellence goals.
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