Passion for Service

In Reaching Beyond Excellence

One day learning programme on

‘Passion for Service’

Facilitated by Dhammika Kalapuge MCIM(UK), CPM, FAMI, FABE(UK)


Objective

The objective of this programme will be to enlighten the participants with modern techniques available to provide customer care with a ‘passion’ and establish a competitive edge towards the institution as a caring company.

Rationale

Having followed the Customer Care programme it is recommended to do a follow up programme as a refresher. Moreover, in this programme the staff will be reiterated on the importance of providing customer service as a differentiation strategy that ensures the business growth and sustainability.

Target Audience

Managers who are responsible for customer service units and service strategy developments, Frontline Staff, Sales Staff, Back office and support staff. To maximise the effectiveness of the programme it is suggested to have 50 participants per batch.

Training Methodology

One day training programme with the combinations of mini-lectures open forum discussions, world-wide examples, case study on customer care, individual and group assignments

Course Contents:

1. Managing Customer Expectations.

2. Understand the emotional direction in customer service.

3. Handling difficult customers.

4. Achieving customer delight by doing easy things first.

5. Performing the job with a passion towards building the company image

6. Drawing up an individual action plan to provide customer care.