Service Excellence Workshop Portfolio

Workshop Description: To transform an organization into a Customer Service Excellence organization, the staff and managers have to attend four stages of training, namely:

1. Service Mindset
2. Service Skill Set
3. Service Management
4. Service Culture

1) Service Mindset

Focuses on the mental attitude of the staff and management team. If a staff thinks customers in everything he does, then his behavior and his performance will be in the interest of satisfying the customer. Workshop ranges from half day to two day residential training in an exciting and team building camps.

Recommended Workshop: Customer Service Mindset

2) Service Skill Sets

Focuses on HOW to get things done, how to solve customer-related problems, how to deal with difficult customers, how to sell professionally to customers, etc. We have a wide range of workshops which can be tailored to suit the clients’ needs.

Recommended Workshops:

• Customer Service Skills Set
• Professional Problem Solving

3) Service Management

Focuses on the management policies, management strategies, how the processes can be engineered from the customer’s perspectives, how to deliver value to the customers, listening strategies, account management strategies, delight strategies, service recovery strategies, coaching leadership, etc.

Recommended Workshops:

• Customer Service Strategies
• CS Coaching Leadership

4) Service Culture

Focuses on the transformation of every single thought, action, idea, plan and belief towards serving customers. This is a long and evolving process which can span between 1 to 3 years. Continuous improvement, training and coaching ensure that the service culture permeates through every level of the organization. This is the highest level of service excellence.

For enquiries or registration, call hotline: (65) 6648 – 4439

Or email: Enquiry@everesti.com