About the Programme

Why has Singapore airlines been voted the most admired company in Asia? Why has it been voted Singapore’s top company every year consistently since 1993? Because of its top-tier customer service. Not only is this good for its customers, it is empowering for its staff. Singapore airlines knows this. They know what great customer service is all about and what it does for an organisation.

But what makes service great?

Consider an activity of service such as ‘being served a cup of coffee’. How is it that in one instance a person could serve you a cup of coffee and you could feel very satisfied and well cared for, while in another, a person could serve you the same cup of coffee and you feel like complaining and never returning to the café?

You see, an activity can be performed perfectly by two different people, but the level of service can be totally different. Why? What is it that determines the level of service? Well one thing is for sure, it’s not just the coffee.

There is a lot of confusion about what constitutes great service and this is why it is so rare and this is also where we come in.

This programme demonstrates that real service is far more than ‘technique’; it is more than just performing an activity well. In fact, it is the underlying key to both customer and job satisfaction.

We highlight the false ideas which limit service and impact negatively on people. Participants are given practical directions to raise both their level and quality of service and customer care. They will understand the importance of flexibility in customer service and the freedom and satisfaction that comes from working outside the limits of a job description.

Be in no doubt: excellent service improves the experience for both the customer and the provider. It is the bedrock for success in any organisation. It distinguishes us from our competitors, secures customer loyalty, empowers and liberates staff and enhances both their morale and motivation.

Who is this programme for?

Everyone. We say everyone because service is as an aspect of every role, whether the role is customer-facing or not. We serve our colleagues, our managers, our staff on a daily basis. Understanding the part that service plays in our daily roles is essential.

Duration

2 Days (9:00 am – 5:00 pm)

Content Outline

• What is service?
• Who is the customer?
• What do we mean by caring for the customer?
• Service – is it just technique?
• Understanding the link between service and job satisfaction
• Awareness and undivided attention in great service
• Recognising the level of service that we give
• How to remove common obstacles to service excellence
• Three levels of service and their impact on customers
• Responding fully to the customer needs. How?
• Responding to challenging customers
• Taking the difficulty out of the difficult customer
• Turning complaints into compliments
• Practical directions and exercises for ongoing development

The Benefits

Having completed this programme participants will:

• Have a very clear understanding of what makes service great
• Appreciate the direct link between service and personal satisfaction
• Realise the effortlessness of great service
• Realise that it is easier to serve fully than half-heartedly
• Be able to deliver service that excels