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
- How to develop a Service Philosophy and Service Standards
- Review and explore the leadership actions needed to create and sustain a culture.
- Identify the critical elements to create an ideal customer experience
CONTENTS
I. Foundations for a Great Service Culture
- Frameworks
- Essential vocabulary
- Mindsets for service
- Critical cornerstones
II. Leading, Coaching and Facilitating a Great Service Culture
- Making the service-profit chain work
- Service leaders: Legendary word-of-mouth
- Communicating your service vision
- Cultural leadership
- Embedding culture
- Leading from where you are
- Inspiring passionate service
- Engaging employees
- Barrier surveys
III. Mapping and Managing for a Great Customer Experience
- Service process mastery
- Keys: Eliminate pain; emphasize value & delight
- “Customer experience” model
- Mapping how you do service delivery
- Mapping how the customer “experiences” service delivery
- Service process mapping examples
- Determining customer expectations for CMOT
- Setting service performance targets
IV. Using Assessment to Build Strategic Commitment
- Your role as change agent
- Alternative assessment tools
- Is service a strategic priority?
- Using SWOT to facilitate conversation about current state
- Must the future look different? If so, what does the future state look like?
- Using “The Wall” to create visual reminder of the work to be done
- Service standards vs. service strategy
V. Building and Improving Systems & Capability
- Performance measurement systems
- Human resources capabilities
- Infrastructure investments
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
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