Critical Service Competencies or Knowledge Base
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Training Modules
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For Senior and Middle Management
- Service Trends
- Service Vision, Mission and Values
- Company or Departmental Service Strategies
- Culture Change Leadership
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Service Leadership Modules (SLM)
- SLM1: Service Leadership Workshop
- SLM2: Service Strategies and Best Practices Seminar
- SLM3: Change Management for Service Excellence
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For Middle and Front-line Management
- Service Trends
- Service V-M-V Cascade
- Team-based Service Strategies
- Culture Change Management
- Service Coaching and Monitoring
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Service Management Modules (SMM)
- SMM1: Service Trends Seminars
- SMM2: Highlights of Service Fundamentals
- SMM3: Highlights of Service Skills
- SMM4: Service Management
- SMM5: Field Coaching Techniques
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For Front-line Service Representatives
- Understands Customer Expectations and Company Service Vision
- Maintains Professional Image
- Communicates Effectively
- Listens Actively and Shows Empathy
- Shows Willingness to Solve Problems
- Works Well with Internal Partners
- Manages Stress and Emotions
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Service Delivery Modules (SDM)
- SDM1: The Fundamentals of Service Excellence
- SDM2: Communicating Effectively with External or Internal Customers
- SDM3: Telephone Impressions: Handling the Telephone Professionally
- SDM4: Counter Service and Face-to-face Customer Encounters
- SDM5: Managing Difficult Situations and Emotions Effectively
- SDM6: The Power of Team Working and Partnership
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Customized for Individual Departments
- Continuous Service Improvement
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- Customized Performance Improvement Projects
- Service Quality Circles to work on other aspects such as Service Environment, Service Process and Service Presentation, etc.
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