The Heart of Service – Igniting the Passion

What’s in it for my organization?
Service excellence begins at the very core of every individual - the heart! This course will help participants to discover the joy and passion of providing good service through a better understanding of themselves and the customer. Participants will be taught essential skills and useful tools to delight customers and create meaningful service experiences. Organizations can help their employees become powerful service ambassadors through this program and raise service levels significantly.

What will I experience in this learning journey?
• Understanding Customer Service Expectations
• Experiencing Service Delights & Service Dismays
• Knowing the Benefits of Great Service and the Cost of Poor Service
• Determining Your Service Attitude
• Creating the “WOW” Factor – Meeting & Exceeding Service Expectations
• Using the DiSC^® Tool to Managing Different Customers
• Understanding the 3 V’s of Effective Communication
• Experiencing Active Listening – Tuning In To Customers’ Needs
5 Listening Styles
Barriers to Listening
• Learning Various Caring Responses
Body Talk
Professional Words
Responding with Empathy
• Finding the Keys to Proactive Service – Focus, Reflect, Act
• Learning the Art of Service with STYLE
• Skills Practice and Feedback
• Reflection & Action Planning

Who would benefit from this learning experience?
• Customer service staff
• Staff with internal customers
• Sales & Service Supervisory Staff

Duration
2-day session
(16 training hours)

Course Fees
For enquiries on course fees, please contact the below-mentioned.

Course Dates
In-house training only.

Contact Person
Lilian / Serene
Tel: 6225-7811
Email: enquiries@oticonsulting.com

In-house training may be conducted for your organization, please contact above-mentioned.