Overview
Addressing Grievances and Customer Retention
Highlights
As a Solution Provider
Defining Service Gaps and paving the way for Quality Service Delivery
Mapping your Steps for effective Service Recovery through the application of the LEARN Concept
Identifying Customers' Dissatisfaction
Through Key Contributing Factors – 3 P Concept
Impact on Service Development
Ability to translate Complaints to Compliments so as to promote future Business Engagements
Focus :
Identify key factors that contribute negatively towards Customers’ delight
Guidelines on Service Recovery and how to convert Threats into Opportunities to build Brand Loyalty by the LEARN Concept
Methodology
01. Power Point Presentation
02. Case Studies
03. Task Sheet
04. Work Sheet
05. Team Discussion
06. Presentation
Overview
Key to Addressing your Service Acumen
Highlights
Creation of Excellence
Pace setter to increase drive Commitment towards excelling in the Service Industry
Three C Concept
Anchoring Components to achieve Excellence
Focus :
The Service Oriented Components for Seamless Delivery
Overcome Barriers
Mindful awareness of the Roadblocks which are detrimental to the Organisation’s Performance and Image
Focus :
Motivating Service providers to deliver Service from the Heart
Methodology
01. Power Point Presentation
02. Exercise - Charting your Aspirations
Overview
Self Motivation to Changes
Highlights
Challenges Ahead
Being Visionary and staying in sync with the Corporate Philosophy and Personal Aspirations
Power of Vision
Focus on the Fundamentals for self motivation and the commitment and initiation required to stride ahead
Focus :
Self Initiation and Breaking Paradigm Shift towards Self & Organisational Growth
Mindset Creates Barrier
Overcoming Negative Mindset and the reinforcement of a Positive Mindset
Taking a step forward towards the Organisation’s Outlook and Service Attitude Transformation
Focus :
Reinforcement of a positive Mindset towards Change
The FISH Story
Having fun and appreciate the pleasure of working by keeping a Positive Mindset by encouraging the involvement of Internal and External Customers
Methodology
01. Power Point Presentation
02. Exercise : Self Shaping
03. Video Clip
04. Worksheet - Fish Exercise
