To create and maintain a high service standard and culture, every single member of the organization shall be involved and trained with different programs such as the following:

Level of Staff Major Role Program Available
Senior and Department Managers Create a customer-focused culture and positive public image Service Strategy Workshop (1 day)
Section Heads and Supervisors Manage customer satisfaction and role model service skills Managing Service Excellence (2 days)
Frontline People Master and deliver service standards and skills Delivering Service Excellence (1 or 2 days)

The characteristics of our training design are highlighted as follows:

  • Managers and supervisors are encouraged to participate in the Training Series so that they can role model the expected behaviors and practices more effectively, which is a very powerful means to influence and maintain a high standard service culture and performance.
  • Practical tools and tips will be given to improve participants’ ability to handle their own emotions and that of their customers
  • Case studies & role-play will be used for group discussion and skill practice.
  • Participants are encouraged to establish individual or group action plan to sustain behavioral changes and ensure continuous improvement.

Each module lasts for 3.5 hours with individual module objectives and expected outcomes so that the modules can be chosen flexibly to meet specific needs and training plan. However prerequisites are required for some training modules as specified.  For details, please contact us.