• Understand the importance of providing excellent service
• Understand the six levels of service excellence
• Manage four types of customers
• Know the current state of service at your shop / department
• Understand the top 10 Dos and Don’ts in service excellence
• Know what is Service With A Heart!

.  Introduction & Overview Of Program

• Why Do We Need Customer Service?
• Why? Why? Why Do I Need To Serve My Customer?
• 17 Dimensions Of Service Excellence
• Who Are Your Customers?
• What Is Service?
• What Do Experts Say About Service?

• Internal vs External Customer

2. Cross Road (Activity)

• Service Excellence / Winners’ Mindset

3. Essential Skills Of Service Excellence

• Interpersonal Skills
• Technical Skills
• Product & Service Knowledge
• Customer Knowledge

4. Service With A Heart

• 4 Major Types Of Customers
• Why Do We Lose Them?
• How Do We Win Over Them?
• 7 Correct Service Attitudes
• 6 Facts About Attitude
• 6 Levels Of Service Excellence
• A Moment Of Truth …

5. The Great Escape (Activity)

• Communication / Trust)

6. Creating A Lasting Impression

• Your Appearance
• Your Body Language
• Dos And Don’ts In Body Language

• Your Tone Of Voice
• Your Choice Of Word
• Your Listing Skills
• Understanding Customer’s Perception

7. Paradigm Ball (Outdoor)

• Communication / Strategy / Continuous Improvement

8. Creating A Lasting Impression

• Your Appearance
• Your Body Language

9. Taking My First Step, Taking A Giant Step!

• Do I Have A Choice In Life?
• I Can Only Change Me
• Four Types Of Learning Experience
• Two Simple Steps For Successful Self-Management
• Asking The Right Question Lead To The Right Answer
• Where Do U Go From Here?

This course is designed for all levels of employees in order to form a coercive force that is pivotal to achieving company’s vision and goals.

This stimulating program will maximizes the understanding and learning through lecture, discussion, case studies and practical activities.