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The delivery of excellent service must be viewed as a way of life within an organization, not an add-on to the employee’s job responsibilities. This means engraining it into the culture of the organization so that it becomes known that “service excellence” is just business as usual. It starts with identifying the higher purpose of the organization and identifying the employee behaviors to consistently achieve the higher purpose. It also means looking at the systems and processes in place to sustain a culture of service excellence and the leadership actions that are necessary to ensure they stay in place.
OBJECTIVES
CONTENTS
I. Foundations for a Great Service Culture
II. Leading, Coaching and Facilitating a Great Service Culture
III. Mapping and Managing for a Great Customer Experience
IV. Using Assessment to Build Strategic Commitment
V. Building and Improving Systems & Capability
TRAINING METHOD
Presentation, Discussion, Case Study, Evaluation
FACILITIES
Training Kit, Handout, Certificate, 1 X Lunch, 2 X Coffee Break Souvenir
TRAINING FEE for Building Service Culture
Rp. 6.000.000,- / participant / NON residential
Data Materi Training | |
Topik Training | : Building Service Culture |
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