UP Your Service! College^®

COURSE 100 - ACHIEVING SUPERIOR SERVICE

What’s in it for my organization?

Achieving Superior Service teaches fundamental service principles and practices to raise service levels and improve customer experience at every point of contact. Participants learn how to delight their customers, support their colleagues and build a superior service culture. By the end of the course, participants will be able to:
• Recognize the different levels of internal and external service
• Understand why service must continuously improve to maintain customer satisfaction
• Identify specific action steps to improve
• Map the flow of your service transactions
• Identify key internal and external perception points
• Create action steps to upgrade key points in all five senses
• Understand how customers get service value from your organization
• Identify key categories where you can increase service value
• Evaluate the experience you currently deliver, and set goals for the future
• Create plans to add more value in each category
• Recognize five different styles of service
• Identify which service styles are appropriate at different times
• Learn why blame and excuses are a poor response to service problems
• Take personal responsibility for service improvement with specific action plans

What will I experience?

Program 101 Stepping Up!: You can achieve the highest levels of service
• Discover the six levels of service
• Understand rising customer expectations
• Set service improvement goals
• Create personal action plans

Program 102 Perception Points: Improving your service transactions
• Learn how customer perceive your service
• Identify your service vulnerabilities
• Understanding the power in ‘moments of truth’
• Commit to specific improvements

Program 103 The Big Picture: The experience your customers value
• Discover the four value categories: primary products, delivery systems, service mindset & ongoing relationships
• Learn proven techniques to boost your performance in each category of value
• Practical steps to add service value now

Program 104 Uplifting Service Champions: Taking responsibility for service
• Discover the five styles of service
• Learn which styles are best for you and your customers
• Eliminate blame, feeling shamed and making excuses
• Take personal responsibility to upgrade and uplift your service

Who will benefit from this learning experience?
- Managers, Supervisors and Service Champions*

Duration
2 day session
(16 training hours)

Course Fees
$370* per pax (Eligible for SDF and SRP support)
*Price is subject to prevailing GST

Course Dates
2008
• Jan 24-25 (Thu-Fri)
• Mar 24-25 (Mon-Tue)
• May 15-16 (Thu-Fri)
• Aug 14-15 (Thu-Fri)
• Oct 9-10 (Thu-Fri)

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

*Note: Limited to 10 pax per organization at each session

In-house training may be conducted for your organization, please contact above-mentioned.
A minimum of 20 pax is required for in-house training.

To register online for 2008 courses, click here.