Service Champion
Course Overview
Service Champion is first and foremost about building an Amazing Culture.
During this interactive program delegates will learn skills and techniques for connecting better with internal and external customers to create satisfaction. Participants will practice using simulations, case studies and class discussions of real-life situations. This helps them in preparing specifically for issues that they anticipate at workplace.
Course activities also cover developing effective internal customer service ethos to transform the cultural values of an organization and the quality of work with positive impact on productivity and the quality of the service delivery. Finally, delegates will learn how to create a climate of excellence.
Goal of Course:
This training initiative is designed to encourage employees to provide great service by achieving a Great Culture and building superb service performance, program allows the delegates to develop new strategies in order to elevate service levels to new heights. It is about connecting with our customers and facilitating constructive outcomes whilst encountering various customer situations.
During this one-day training program, delegates will experience an inspiring journey that will allow them to discover what is required from them, in order to create Amazing Encounters!
Duration:
1 Day
Language:
English
Training Objectives
- Recognize the different levels of internal and external services
- Understand why culture must continuously improve to maintain internal and external satisfaction
- Identify specific action steps to upgrade the internal value chain and enhance the service
- Identify key Quality points by internal and external customers
- Understand and implement Service pledge
- Understand and implement the “Service Values’’ and personality attributes successfully.
- Implement strategies that work, in order to live the excellence in the daily activities
- Promote and enhance internal collaboration
- Understand the service application of Company Values
Module Outlines
Module 1: The Service Standards
- Opening & Ice breaker
- Program objective’s and guidelines
- Discover the six levels of service
- Understand the increasing levels of customer expectations
- Going the extra mile (meeting & exceeding customer’s expectations)
- Set service improvement goals
- Learn how people build perception based on encounters
- Service evaluation
- Service vulnerability
- Using the magic words; empathy and sympathy
- Understanding the people issues and concerns
Module 2: The Service Oriented Culture
- Case Studies that drive Collaborative Mindset
- Personalization and Building Relations
- Understanding the emotional service drivers versus the functional drivers
- Maintaining positive attitudes pre & post encounters
- “Moment of truth”
- Putting the Values into practice
- “The Service Champion” in a practical context
- Implementing value in day-to-day life
- Closing & Action Plan
Customized Learning
Leap To Success is offering a variety of learning options to meet current realities and can be adapted to suit your business needs. These options include variants of online, blended and on-site course formats.
Face To Face Learning
Enabling you to have a face to face interactive and engaging learning experiences led by renowned industry experts and thought leaders with extensive practical experience who will employ a variety of interactive learning techniques, including short high-impact videos, case studies, assessments, role plays, in addition to on-going support.
Virtual Learning Labs
Interactive online learning held in real-time using Zoom and are led by international subject matter experts who incorporate case studies, breakout rooms, guided practice, simulations and discussions to maximise your learning experience.
General Methodology
Similar to any L2S training program, this program offers an interactive learning experience in which will allow the delegates to reflect on their learning through an informative, indulging, and fun classroom experience. The design of the training session focuses on the following attributes.
- Concrete Experience: The delegates will learn by doing
- Reflective Observation: Reflecting on the newly experienced skill-set
- Abstract Conceptualization: Developing deeper understanding to the learned concepts
- Active Experimentation: providing the delegates with realistic tools that can be tested in the real life
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