Developing An Innovation Culture for Service Excellence

The programme will help participants to appreciate the importance of achieving excellent customer service daily. The programme will also emphasize the importance of a mindset change to become innovative in our pursuit of exceptional service.

Participants will learn the meaning of exceptional service, identify the barriers to delivering great service and learn to adapt to specific types of customers and their expectations.

Through case studies, video presentations and discussion, participants will be introduced to the principles of five-star service. They will also get opportunities to explore innovative approaches to achieving service excellence by employing creative thinking process when dealing with customer expectations.

Learning Objectives:

• Recognize the importance of building and maintaining excellent customer service
• Understand internal and external customers, their needs, and expectations
• Learn to set targets, monitor performance, and encourage each other to achieve excellence
• To appreciate the need for creativity and innovation in achieving great customer service
• To learn creative problem-solving strategies which can be applied to solving customer issues