Service Excellence Syllabus
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The document outlines a comprehensive training syllabus for service excellence, focusing on customer-centered business practices and relationship building. Key topics include effective communication, complaint handling, and emotional intelligence concepts such as the 'emotional bank account.' The aim is to enhance customer intimacy and improve organizational understanding of customer needs through practical skills and self-assessment.
Service Excellence Syllabus
- 2. Service Excellence Training Framework Emotional Bank Account Concept Relationship Building Greeting & Welcoming Complain Handling Effective Communication o Service Best Practice o Service Philosophy o Type of Customer o Character of Customer o Customer Walk In o Customer Call In o Listening Skills for getting deep information o Character of Customer for Complain Handling o Self Assessment : Knowing your communication style o Communication Behavior Syllabus
- 3. OVERVIEW Service excellence is about taking an integrated approach to business that puts the customer at the center of everything it does. Service excellence is underscored by a compelling business philosophy that promotes the establishment of long term, mutually trusting and profitable relationships with customers. The aim of this training is to develop a sense of customer intimacy, and explored the ways in which organizations build their knowledge and understanding of their customers’ needs and expectations, and how customers perceive the performance of the organizations Syllabus
- 4. Service Excellent Training Framework Emotional Bank Account Concept Relationship Building Greeting & Welcoming Complain Handling Effective Communication o Service Best Practice o Service Philosophy Syllabus
- 5. Emotional Bank Account Concept We all know how our regular bank account works. We make deposits, save up money, and when we need that money later, we withdraw it. An emotional bank account is an account of trust instead of money. It’s an account based on how safe you feel with another person by doing something good for them. When your trust level is high, because you’ve made lots of deposits, communication is almost effortless. You can be yourself, and others understand and appreciate you. Then, when you make mistakes or offend someone unexpectedly, you draw on that reserve and the relationship still maintains a solid level of trust. And when you need something good, they will do it for you. Syllabus
- 6. Service Excellent Training Framework Emotional Bank Account Concept Relationship Building Greeting & Welcoming Complain Handling Effective Communication o Type of Customer o Character of Customer Syllabus
- 7. Relationship Building This training looked at the role of employees in creating and delivering service excellence. For many organizations, the quality and history of the relationships that staff have with customers remains the most unique aspect of their business. Competitors can copy many other elements but are less likely to succeed here. It is, therefore, not surprising that engaging people in the organization has become a boardroom agenda item Syllabus
- 8. Service Excellent Training Framework Emotional Bank Account Concept Relationship Building Greeting & Welcoming Complain Handling Effective Communication o Customer Walk In o Customer Call In Syllabus
- 9. Greeting & Welcoming Recognizing there are millions of opportunities when the doors are opened for customer visit or when the phones are ringing, then many organizations develop their service culture standards. The service culture standards is unique, it makes one organization is different with others. There are tips and a role play in this training how to handle customer walk in and customer call in Syllabus
- 10. Service Excellent Training Framework Emotional Bank Account Concept Relationship Building Greeting & Welcoming Complain Handling Effective Communication o Listening Skills for getting deep information o Character of Customer for Complain Handling Syllabus
- 11. Complain Handling A customer gets mad for a poor service. What should we do ? Measure our listening skills. Listening is the first step to understand why the customer complaining and get to know what customer needs. Analyze the character of customer, then addressing customer complaint in accordance with the character Syllabus
- 12. Service Excellent Training Framework Emotional Bank Account Concept Relationship Building Greeting & Welcoming Complain Handling Effective Communication o Self Assessment : Knowing your communication style o Communication Behavior Syllabus
- 13. Effective Communication Assess your communication style by yourself in this training. It will help you to know others’ communication style also. Then you know how to communicate with them Communicate effectively. Get to know what you communicate and how you communicate it. Syllabus
- 14. Anwar Yulistianto As HR Practitioner, Anwar Yulistianto, has many experiences to set up and developing HR Operation Division such as designing recruitment & selection system, creating Company Regulation, designing formulation of Key Performance Indicator, designing Level Grading and Salary Matrix, designing formulation of Career Matrix for salesforce, designing salary tabulation and salary component, providing employee benefit such as JAMSOSTEK and health insurance, designing HR Standard Operating Procedure, designing, providing and conducting Basic Professional Salesmanship Training, and developing Service Culture Standard. Trainer’s Profile