Service as a core business practice

Service Excellence as Competitive Advantage Program

What is the objective?

To understand and learn the principles and practices of Service Excellence

Who is the audience?

This program is provided in two formats

Workshop
Online

Two levels of the program are provided:

Customer Service Staff
Customer Service Leaders and Managers

What is covered?

Introduction to Service and Customer Service
Self Assessment for the individual and the company
Seven key elements of successful customer service
Desired Future

Understanding Expectations
Develop and Recruit
Listen
Measure and Respond
Service Standards and Specifications
Recognise, Reward, and Celebrate

Customer Service Skills
Customer Service Award Programs
Development of Personal Customer Service Action Plan

How long does it last?

This program can be provided in three time frames and online

3 hour Introduction to Service Excellence
1 day Service Excellence for Competitive Foundations
2 day Service Excellence and Company Service Planning Advanced Retreat
A 12 week and a 53 week online course is available

What about follow up?

A one month follow up conference call or webinar is provided as part of this program if requested

What other programs and services do you offer to enhance this program?

A number of programs and services build on the Service Excellence Workshop These programs and services include:

Individuals
Teams
Couples
Organisations

Development Programs

Enhancement programs are charged separately and are not part of the fee for the Service Excellence for Competitive Advantage Program.

If there is another way we can assist you in building on this course please let us know as we would love to discuss it with you.

Level 8/ 350 Collins Street Melbourne, Victoria Australia 3000
Phone : +61 3 8676 0637
Fax: +61 3 9562 7560
Email:

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