"Clear Service Leadership Leads to Clear Customer Results" – Clarity

For Managers, Team Leaders and Department Heads

Great service starts from the top but also in the middle. Managers, department heads and team leaders need to be successful drivers for service excellence within the organization and their own departments. True service leadership is when every individual in the company, whether at the frontline or backend, is a leader in making the customer happy and satisfied. In this insightful and interactive workshop, participants will gain new insights and latest practices to drive and improve service excellence in their organizations.

Why the Need for Service Leadership
• Why a collective service leadership mindset
• What is internal service and why it is important
• Traits of a successful internal service culture

Becoming Great Service Leaders
• Management as a service
• Characteristics of the service leader
• Ways to improve your service leadership

Addressing Organizational Obstacles
• Identify the common problems with internal service 
• Assess whether your system and policies are customer-centric 
• Optimise points of contact for customer satisfaction

Establish Internal Service Excellence for Your Company or Department
• Identify and segment your internal and external customers
• Define what your internal and external customers need from you
• List the moment of truths for your customers

Develop the Service Plan
• Build a mission statement for your department
• Define your key results areas and objectives
• Orienting your people to the service plan
• Reward for service improvements
 

For Frontline Staff

Does your work involve working and communicating with customers? Your customers can be external customers or internal customers. How can you work more effectively and satisfy the needs of your internal and external customers? You may work with customers all the time or only some of the time. Regardless, this workshop will equip you with the mindset and skills of customer service to enable you to meet and exceed your customer expectations and manage your customer relationships.

Creating the ‘Wow’ Experience
• What is service excellence and the customer experience
• The significance of quality service to an organisation’s success
• Dimensions of quality service

Delighting Your Customers
• The cycle of service and moments of truth
• Understanding who is your customer
• Manage your customers’ expectations
• Developing behaviours to win customers and make them loyal

Going the Extra Mile for your Customers
• The customer-centric mindset
• Knowing your services
• Remaining customer-focused
• Taking responsibility

Speaking in the Customer’s Language
• Essential communication skills
• Active listening skills
• Gathering customer information accurately
• Handling complaints

Service Recovery: Turning Problems into Opportunities
• The Importance of complaints to an organisation
• Customer responses to service failures
• Handling difficult customer situations
• Effective service recovery strategies

We offer a range of workshops and programs, and can design a program to combine any of the course content above to meet your organizational needs. If you are interested in any of the course content, please contact us at 6827-5628 or email us at contactus@clarityasiatraining.com so that we can customise a workshop or program for you.