About this Course

Customer expectation has changed over the years. In an age of increasing competiveness customers, are seen to be more demanding, more discerning and at times increasingly fastidious. In today’s environment, meeting the standards in delivering service to the new age customer is never enough.

This training programme is aimed to drive service excellence from the top up to the bottom down. Organisational culture then becomes synonymous with excellence.

Unless organisations take the lead in a culture of excellence from top up at every level, consistency in service levels will remain an increasing challenge and the image of the organisation turns for the worst. This workshop aims to drive the importance of organisational culture and rendering service at every level.

Objectives

Upon completion of this workshop, participants will be able to;

• Have a heightened sense of awareness of the increasing challenges in the modern landscape
  
• Understand the varying customer needs
  
• Delight the customers
  
• Provide exceptional service 
  
• Manage customer expectations at every level
  
• Manage stress
  
• Apply winning strategies in managing difficult customers
  

Target Audience

The course is designed for managers, executives, supervisors, team leaders and staff members of service organisation.

Duration

Two days

Methodology

The two-day programme would be highly dynamic and interactive .It will be activity driven with lectures, case studies, role plays, video clips, paired / group discussions and team assignments.

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