Why Service Excellence?
In the global competitive arena, product differentiation or advertising is no longer sufficient enough to make one stand out in the crowded marketplace. Striving towards service differentiation is becoming a key business imperative for organisations in the new economy.

Service excellence goes beyond simply meeting customers’ needs and strives to pay great attention to details in every aspect of the customers’ experience. Singapore Airlines and The Ritz-Carlton do this in a remarkable way through championing a strong culture of service excellence.

Currently, there is a lack of a holistic approach to the provision of service. Most organisations adopt a piecemeal approach. They do not have integrated systems for recruiting, training and rewarding staff, harnessing customer intelligence, managing customer relationship and redefining customer experience. Building a culture of service excellence will help organisations reach their full potential in service provision.

Journey to Service Excellence
Service Leaders
Executive Leadership
• Brief on Service-Class Assessment
• Champion Service-Class Assessment
• Lead the Service Experience
• Coach the Service Coaches
Service Strategy
• Refine Customer-centric Scorecard

Service Agility
Customer Intelligence
• Conduct Listening Labs
• Review Customer Feedback
Customization
• Conduct Innovative Problem Solving

Customer Experience
Touchpoint
• Mystery Shopping
• Develop Touch Points Standard
• Team Building
Partnership
• Manage Partner’s Performance
People Development
• Recruit Right
• Develop Heart & Art of Service
• Reward & Recognise
• Gather Staff Feedback

Customer Delight
Service Results
• Compare Internal Results with Scorecard and Benchmarks
Customer Behaviour
• Measure Customer Loyalty
• Service-Class Post Assessment

Service Excellence Consultancy Services
We can partner you to provide a holistic approach towards implementing a service-oriented work culture encompassing the following areas:
• Business Excellence Consultancy
• Customer-centric Scorecard
• Service Coaching
• Listening Labs
• Mystery Shopping
• Touch Point Standards
• Teambuilding
• Innovative Problem Solving
• Managing Partners’ Performance
• Field Test Offerings
• Recruiting Systems
• Reward & Recognition Mechanisms
• Measuring Customer Loyalty

Service Excellence Training Programs
• UP Your Service! College
• Course 100 Achieving Superior Service
• Course 200 Building Service Partnerships
• Course 300 Increasing Customer Loyalty

• The Heart of Service
• The Art of Service
• Service Leadership

• WSQ Service Excellence: Offer Customized and Personalized Service (OPERATIONS)
• WSQ Service Excellence: Lead a Service Team (SUPERVISORY)
• WSQ Service Excellence: Coach Service Teams and Individuals (SUPERVISORY)
• WSQ Service Excellence: Manage Service Operations (MANAGERIAL)