Overview

Attributes and Service Attitude of the Service Provider

 

Highlights

 

Outlook of the Brand Ambassador

The Personality Traits and the Image are Key Attributes of the Service Provider, which will significantly impact the Image of the Organisation

 

First Step in Service Delivery Perspectives

Defining the Service Attitude of the Brand Ambassador

 

Focus :

Before an individual can engage in Service delivery, it is of utmost importance to understand and appreciate the role and responsibilities of a Brand Ambassador

 

The Service Attributes are discussed before the individuals are taken to the next level on the Synergy of Service Delivery

 

Dimensions and Synergy in Service Delivery

• Grooming

• Service Management

• Customer Rapport

 

Focus :

Service goes beyond the boundary of Task completion. It encompass a healthy composition of smart grooming and Customer interaction to achieve Total Service Delivery

 

Competencies, Knowledge and Skills are discussed to reconcile with the Synergy elements of Service Delivery

 

Methodology

01. Power Point Presentation

02. Exercise - Brand Ambassador

03. Discussion

04. Exercise – Learning Perspective

 

 

Overview

Organisation’s Service Philosophy as a yardstick towards Service Enhancement

 

Highlights

 

Service Value Chain

An appreciation of the Customers’ Expectations and the Rights of the Customers

 

Focus :

The Core Values of the Organisation in enabling the employees to serve and deliver in accordance to their aspirations where the Customers come first

 

Serves as the platform for self re-evaluation of the role and responsibility impacting performance for Total Quality Service Delivery

 

RATER Concept

Who are the Customers to the Organisation

 

Focus :

Acronym of the Concept and that contributes to Service Excellence and its application in accordance to the Service Philosophy of the Organisation

 

Methodology

01. Power Point Presentation

02. Role Play - Core Values

03. Discussion

 

 

Overview

Addressing Customer’s Behavioural Pattern

 

Highlights

 

Insight of Customer Profile

Who are the Customers to the Organisation

 

Focus :

Various Categories of Customers

 

Addressing Customers’ Behavioural Pattern

A thorough understanding of the individual’s mind frame

 

Focus :

Profiling the Customers enable the Brand Ambassador to recognise, acknowledge and deal with the Customers in relation to their frame of mind

 

Methodology

01. Power Point Presentation

02. Exercise - Knowing the Customer

03. Discussion