This unit covers knowledge and application skills in leading a team to deliver service excellence that is in line with the organisation’s customer-focused strategy. It includes promoting a customer-centric environment and analysing the team’s performance to identify areas of improvement.
Experienced a burnout? Unable to cope, mounting workload, find yourself dragging to work, sidelined by others and felt like quitting. Adding to the woes, faced with nasty customers and equally difficult staff. We’ve all heard of this.But is there good news? Absolutely. Whilst hurdles may appear in-surmountable there are time tested strategies, techniques and skill that are learnable, to win at t...
Provider: Management Development Institute of Singapore (MDIS)
This programme aims to equip individuals with the skills and knowledge in coaching for service performance. It involves an in-depth understanding of the purpose and impact of coaching; identifying characteristics of coaches and the coachee; learning and applying the coaching techniques; and implementing a coaching plan.Course ObjectivesAt the end of the programme, participants will be able to:• ...
Provider: NEXT U PTE. LTD.
Customer confidence stems from every relationship with the service provider. This aims to equip individuals in a supervisory role to develop knowledge in the organisation's products and service offerings that will enable them to build rapport with customers. Participants will also learn the different approaches of post-sales follow-up, the know-how of handling service opportunities and service cha...
Provider: NEXT U PTE. LTD.
Frustrated and burnt out trying to put on another smile for the never satisfied customer?Is service excellence all about pleasing the customer who only seems to want things his way? Isn’t there a way to get customers and keep them for life without reading off a standard operating procedure? How can one manage difficult situations confidently instead of getting run down by the customer each time?...
Provider: Management Development Institute of Singapore (MDIS)
What separates service leaders from others is how they handle service failures and meet the challenge of turning an unhappy customer into one who praises your service and becomes a customer for life.This programme shows the importance of service recovery and how to go from apologising to taking responsibility to giving customers something of value as a way of appeasing them and earning their loyal...
Provider: NEXT U PTE. LTD.
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