Passionate and engaged service businesses are often more successful than indifferent service vendors. Service with passion not only brings a smile to your customer's face, it warms their heart and keeps them coming back to you! Every business benefits from a passion for service through increased customer loyalty, better sales and positive word-of-mouth. Now you can too!
Passion for Service is the qualified coaching path to develop your employees' passion to deliver and be of service to others, inspire them to serve from the heart so as to make positive impacts on the customer every time.
COURSE OUTLINE
Sparking the Passion for Service
Settling into your comfort zone? Time to move out of your comfort zones and create or expand new zones of comfort.
Understanding change - its effects on the organisation, staff and how to cope
The 4Cs of a passionate service provider
Characteristics of a passionate service provider and the 4Cs (Course, Choice, Change and Conviction)
Learn what it takes to stay on course - identify the pillars of the organisation and how to strengthen these pillars
Choices, consequences and control - learning to help one another make the right choice in handling customers
Applying the SQC (Stop-Question-Choose) tool to make positive changes at work
Learn to set higher goals, to embrace and successfully manage change
'Conviction' - what it means and how one should be guided by values when carrying out daily duties
Living the company values and how to consistently deliver service that reflects these values
LEARNING OUTCOMES
From this programme, participants understand how to
Deliberately engineer great customer service experiences
Identify opportunities to deliver the service promise using the 'delivering customer experience' model of sensing - connecting - solving - reflecting
Acquire appropriate techniques to engage customers, discover customers' expectations and to offer appropriate solutions
Deliberate on their service delivery methods, generate new ideas, and use innovative solutions to help improve their service delivery
Show consistency and commitment in delivering the service promise and set high goals and standards to achieve win-win in service situations
METHODOLOGY
Empower your staff and increase performance levels with high impact, experiential learning via group activities, discussions and presentations, application exercises and learn-apply-learn through role play.
Learners should be able to apply what they have learned as soon as they return to work.
WHO WILL BENEFIT
Service staff from various service industry sectors, backroom staff with functional responsibility working with internal customers.
BENEFITS OF WORKING WITH SQ CENTRE
Extensive experience in conducting teambuilding & team leadership
Accelerated learning principles to enhance learning effectiveness
Experiential learning methodology to engage learners
Role-play & case study scenarios contextualised to organisations
Workplace assignment enables assessment to take place in realistic conditions
