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In this program, we will be
examining developing competencies in three (3) main domains:
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Effective Mindset: SELF --
Excelling in a Changing World
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Effective Mindset: CUSTOMERS
(Internal & External) – Providing Quality Service.
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Effective Mindset: Service
form the HEART
The program shall address key
concepts in the following areas:
Quality Service (Do The Right Things Right)
1. Meeting Customer’s Requirements (Internal & External)
2. Continuous Improvement /Ownership
3. Commitment to Excellence
4. Teamwork
To deliver the program in a systematic manner, it has been designed
in three (3) modules as follows:
Module 1:
Excelling in a Changing World
The world is constantly changing. Technological advancement is making
work methods obsolete very rapidly and many products’ life cycle very
short . Customers are becoming more sophisticated and are demanding
more. Consequently, people have to learn to cope with rapid changes. In
some cases, organisation’ life cycles are also getting shorter. Frequent
organisational and job restructuring will bring about constant
adjustment and relearning. Understanding and being able to align with
the corporate mission and values are critical. People need to learn to
excel in a rapidly changing environment.
The two Critical Actions
addressed in this module are:
Critical Action #1: Take responsibility for personal
growth
Critical Action #2: Take initiative
Module 2: Providing Quality Service
Understanding the corporate vision, values and objectives will sharpen
an individual’s focus in providing quality service. Knowing the
principles of customer satisfaction, understanding a customer’s real
needs, and learning a professional process to meet his or her (both
external and internal) needs will provide the necessary context in an
organisation for the development of right customer orientation and
commitment to the pursuit of excellence.
The Critical Actions addressed
in this module are:
Critical Action #3: Do the right things right
Critical Action #4: GLAD to serve you
Module 3: Service
from the HEART
From this module, the participants will recognise the need to create a
movement that will nurture and sustain the excellent customer service
culture and equip people with the HEARTWARE for excellent customer
service.
The Critical Actions addressed
in this module are:
Critical Action #5: Care for self, but think overall
Critical Action #6: Hard on issues, soft on people
From this module, the participants will recognise the need to create a
movement that will nurture and sustain the excellent customer service
culture and equip people with the HEARTWARE for excellent customer
service.
The Critical Actions addressed
in this module are:
Critical Action #5:
Care for self, but think overall
Critical Action #6: Hard on issues, soft on people
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