Building Blocks of Service Excellence™
This two day programme will enhance customer service skills across your organisation. Distinguished
by experiential activities and easy-to-apply techniques, Building Blocks of Service Excellence™ emphasises
the principles that define service excellence for interactions with both internal and external customers.
Building Blocks of Service Excellence stresses the importance of developing a common way of communicating
and understanding so that every individual, from management to front line employee, is an integral part
of the organisation's service success. The programme focuses on the practical application of tools for
real-world situations and provides participants with the opportunity to learn from one another by
sharing experiences, stories, and best practices.
The Experience
Participants in this engaging two-day programme will experience a wide variety of distinct components,
each addressing key issues related to world-class customer service. Activities include case studies,
experiential exercises, small and large group discussions, and opportunities to practice techniques to
help them apply the skills back on the job.
Introduction
The Building Blocks are introduced as the foundation to create optimum customer service interactions.
The overview sets the stage for the two-day programme.
Service Mindset
Participants metaphorically recreate the best and worst service provider and discover the impact their
behaviors and actions have on the service interaction, the customer and the organisation. They also
compete in teams to respond to various service statistics and discuss the impact of those statistics
on the service they provide.
Listen
Participants discover that service needs are two-fold: product/service and personal needs. Through
a series of engaging activities that focus on questioning, probing and practice, they experience and
uncover the keys to successful listening.
Communicate Clearly
Participants review and practice the key components of effective communication - tone of voice, words,
and body language - and the impact they have on the service interaction.
Respond Thoughtfully
Participants discover how their approach in handling challenging customer interactions can implode or
diffuse the situation. Tips and techniques to employ in difficult situations are provided and practiced.
Strengthen Relationships
Participants review their experiences over the course and fully appreciate how using the Building Blocks will help build relationships, enhance interactions and keep customers coming back again and again.
Key Learning Points
- Fully appreciate the role of service provider in today's marketplace
- Recognise the impact of both internal and external service interactions
- Learn how to evaluate the effectiveness of every service interaction
- Deliver service excellence through:
- Committing to customer satisfaction
- Taking personal ownership for every service interaction
- Listening in order to accurately identify service needs the first time
- Communicating in a clear and logical manner
- Considering all options before responding
- Understanding how to diffuse challenging situations
- Strengthening both internal and external service interactions
Results
- Create alignment across the organisation by building a common vision for service excellence
- Implement a unified approach to creating memorable service experiences
- Increase customer satisfaction and loyalty by accommodating requests more effectively and efficiently
- Improve personal, departmental and organisational performance
Building Blocks of
Service Excellence
Practical Details
- 2 day programme
- Ideal group size - 25 participants
- 3-4 hours per session
- Suitable for cross-functional and interdependent teams
- Option of 'we deliver' or 'you deliver'
- Can be customised
