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Service Values At Work
Introduction
The quality of an organization depends on the quality of the people in it. The most pressing challenge many organizations face for their Human Capital is largely character-related. Character has far-reaching effects. The moment-by-moment decisions that service personnel make, and the effort they put into their job, affect the quality of service and customer relations. Service Values @ Work program allows the participants to gain a complete understanding of each service value and its impact on providing superior service. It is a program to enhance the personal effectiveness of the service employees.
In this workshop, the participants explore the relationship between Service Values and patterns of service behaviours at work. They will be equipped with techniques and guidelines to develop and demonstrate each aspect of the seven service values. Understanding the core service values that drive the desirable behaviours of service providers, is a forward looking step towards achieving greater synergy in the workplace. It fuels creative, innovative action; and it is sustainable.
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Learning Objectives
Upon completion of the course, participants will be able to :
- Uncover critical beliefs and value systems that are driving our actions in service delivery.
- Gain a strong foundation in the desired service values.
- Create a common ‘language’ of shared service values (PICTURETM) and behaviours that will reflect character traits of the service provider who exudes personal charm, enthusiasm for your customer and increase your personal effectiveness.
Note : PICTURETM - Professional, Innovative, Communicator, Teamworker,Understanding, Respect, Empathy
- Scan for service opportunities and demonstrate customer-focused PICTURETM behaviours for positive moment of truth
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Course Outline:
- What are Service Values - PICTURETM
√ The Heart of PICTURETM encapsulates the spirit of a passionate and dedicated service provider who takes pride to deliver high quality service consistently.
√ Service Values, PICTURETM, aim at repositioning the image of the service personnel differentiated as being professional, dynamic and committed to quality service.
√ Recognizing the personal benefits of providing PICTURETM service
√ Appreciating the value that happy employees create happy customers
- Personality of a Service Professional
√ Embracing PICTURETM service values at work, that personifies the professional service provider exhibiting desirable service behaviours
– Professional
– Innovative
– Communicator
– Teamworker
– Understanding
– Respect
– Empathy
- PICTURETM – Professional
√ Developing a sense of personal ownership of the ‘Can Do, Will Do’ attitude to delight customers and solve problems
- PICTURETM – Innovative
√ Finding an alternative ‘Yes’, or a solution, for the customer’s needs and expectations
- PICTURETM – Communicator
√ Using service language (‘C.R.MTM.’) that foster mutual respect and understanding with customers for different situations
- PICTURETM – Teamworker
√ Achieving team effectiveness - the extent to which the group accomplishes the service goals it sets for itself.
- PICTURETM– Understanding
√ Diffusing difficult customers situations through the ‘lens’ of understanding of customers’ needs and expectations
- PICTURETM – Respect
√ Earning respect by being other-centered in customer interactions and build relational capital with them
- PICTURETM – Empathy
√ Managing Emotional Hijack - apply the Six Seconds Pause to manage your feelings in challenging situations
- Moving Forward
√ Learn-Think-Apply though an integrated PICTURETM perfect interactions to make you a ‘hit’ with your external and internal customers
Learning Methodology
This workshop synthesizes the best practices and techniques of service delivery from an inside-out approach. Adult learners are more likely to learn effectively when they can see how their learning can be applied to their situation and needs. The training content and activities follow the four sequential conditions of learning – attention, relevance, confidence and satisfaction from the learning experience by applying what they have learned successful in their jobs.
For Whom?
This workshop is for all persons who interact with external and internal customers. You will gain greater self-awareness, self-management and self-check in the service excellence journey, thus gaining the personal mastery for greater victory.
About the Trainer:
Seow Bee Leng
Seow Bee Leng has accumulated over 10 years of experience in the field of learning and performance. Her interests are in equipping and enabling service employees to enjoy service delivery, value-add and create meaningful connections with their external and internal customers. She talks passionately about service and emotional intelligence (EQ), and educates her audience into embracing, absorbing and celebrating the message. They go back to their workplace knowing they can make a difference. Bee Leng makes learning fun, interactive, personalized and practical by addressing the attention, relevance, confidence and satisfaction of the adult learners.
Bee Leng is bi-lingual in English and Chinese. She has effectively delivered training programs to organizations from private, public and social service sectors, facilitating key knowledge transfer to support the business objectives. She has trained in many countries, including China, Hong Kong, Malaysia, Maldives and Singapore. In her previous appointment with Singapore Airlines (SIA), Bee Leng was responsible for developing a team of 200 trainers committed to SIA Cabin Crew Training Vision of developing service professionals of distinction within a learning culture. Bee Leng also has high level consulting skills as a Consultant with Accenture (Business Consulting). She had deep experience working with multi-cultural groups and championing knowledge transfer programs so that they could continuously improve their learning solutions to support business goals.
Bee Leng graduated with a Master of Business Administration (MBA) with Dean’s Honor List for Outstanding Achievements, Nanyang Business School - Nanyang Technological University. Her MBA dissertation was presented as a conference paper at the Annual Conference of American Marketing Association in Chicago, August 2000 and published in the Journal of Product and Brand Management, Vol. 11 No. 3, 2002. She also obtained a Master of Business Research (MBR) with the University of Western Australia and is currently pursuing her Doctorate in Customer Service Research. Bee Leng’s research interests include service quality self-efficacy, emotional labor, service microskills and service clues. She teaches in Nanyang Technological University.
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