Mindset programs inculcate a mental model and passion for service excellence. The programs share fundamental service principles and key learning points that are relevant for service employees. During the course, these principles and points are translated into practical action steps for immediate implementation.
  • Unlocking Your Customer Service Self-Efficacy

  • Empowering Self and Others To S.E.R.V.E.
  • Service Values At Work - PICTURE

  • Service Innovation For Breakthrough Service

Unlocking Your Customer Service Self-Efficacy - Overview

Companies are competing strategically through service quality for greater differentiation in today's competitive marketplace. Successful companies investment in people because service employees' attitudes and behaviors significantly influence the quality of service. It is important to engage the hearts and mind of the service employees. Indeed, service employees represent the 'face and voice' of their organizations to clients.

Customer Service Self-Efficacy (CSSE) has been shown to be a reliable factor in determining levels of motivation with applications to service employee's service delivery. Self-efficacy of service employee refers to beliefs in their capabilities to do what is required to successfully perform the service. As self-efficacy increases, service employees exert more effort, take initiatives and choose the desirable actions when faced with challenges in their service delivery. When clients are served by employees who believe strongly in their own abilities, they are likely to receive higher quality service. A structured series of experiential activities and reflections in the self-efficacy framework will enable service employees to discover and pursue the joy in service delivery, thereby transforming their mindset in delivering quality service.

'Self-efficacy refers to beliefs in one's capabilities to mobilize the motivation,
cognitive resources, and courses of action needed to meet given situational demands'
~ Albert Bandura

Key Learning Pointers

  • The key to customer first mindset - increasing your customer service self-efficacy for service excellence by transforming YOU in delighting clients to create the competitive advantage and differentiation.

  • Understand the information cues involved in the formation of your customer service self-efficacy to increase your motivation in service performance : assessment of personal and situational resources, analysis of service experiences and service tasks.

  • Know what motivates you to get into resourceful states without the Blind Spots, Deaf Spots, Numb Spots, Blur Spots.

  • Reflect on the past service experiences, implications of actions taken and connecting these insights to future actions.

  • Examine my service mindset using Life Positions - I am OK, You are OK verus I am OK, You are not OK .

  • Observe habits and patterns which help or hinder you from delivering superior service.

  • Formulate an action plan for an enjoyable journey in superior service delivery at the workplace - happy employees create happy clients.

Empowering Self and Others to S.E.R.V.E. - Overview

S.E.R.V.E. (Significance, Efficacy, Relationships, Variation, Extra Mile) provides the engagement to the "mind and heart" aspects of delivering a great customer experience for self, team and the customers. It provides the increased shared responsibilities and commitment to engage our customers and colleagues. To empower yourself, participants are invited to start on this self-discovery journey on finding the Significance of your service work and building the sense of Efficacy to perform the service roles with confidence. Creating the value in the customer experiences and the sense of passion to serve with joy sustain one in the journey forward. To empower others, participants are encouraged to the development of Relationships that create the circle of trust and being the influencer in the Variation of the service chain. Service professionals are empowered to make a difference by doing the Extra Mile to explore new ideas with openness. Our professional and personal development in delivering service excellence can be a creative, invigorating and satisfying experience. S.E.R.V.E. is an orchestrated approach to empower service professionals to be their best self to serve with joy and love.

Key Learning Pointers

  • Discover to Empower Yourself, Empower Others and Make a Difference through S.E.R.V.E. (Significance, Efficacy, Relationship, Variation, Extra Mile).

  • Open your heart and mind to new powerful possibilities and bring fresh out-of-the-box thinking to every customer experience.
  • Use the Points of You easy-to-use tools and thought-provoking tool to take a time-out and expand the different points of views to engage and excite in your customer engagements. Use associative and colourful photo cards to experience a creative learning atmosphere packed with powerful questions, stories and what else in the relationships with customers and colleagues.
  • Facilitation to guide the participants with full participation to discover what will enable them to make decisions in your areas of responsibility and demonstrating commitment and accountability for the desired results; and what is holding you back from doing so. Workshop Consensus Method by ToP (Technology of Participation), Affinity Diagram and ORID questioning will be used to facilitate this group process and an environment in which it can flourish, and so help the group reach a successful solution.".

  • Experiential Learning to engage participants into the "concrete experience" stage of a learning activity. The "Do It" experience forms the basis for observation and reflection and the learner has the opportunity to consider "What" is working or failing (reflective observation), and to think about ways to improve on the next attempt made ("So What"). Every new attempt is informed by a pattern of previous experience, thought and reflection to bring the learning back to work application ("Now What").
    Post-training activities : participants' working output from Part (I) Empower Yourself, (II) Empower Others and (III) Make A Difference will be captured to feed into the working sessions.

Service Values At Work - Overview

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 is revealed by what a person does when no one is watching. Therefore, character is an individual matter, but at the same time, it has far-reaching effects. The decisions that service personnel make, and the effort they put into their job, affect the quality of service and customer relations.

'When I want to, I perform better than when I have to.
I want to is for me, I have to is for you.
Self-motivation is a matter of choice.'

In this series of customer first mindset workshop, the participants explore the relationship between Service Values PICTUREand patterns of workplace behaviours.  Therefore, understanding the core service values that drive the desirable behaviour of service providers, teams and organizations, is a forward looking step towards achieving greater synergy in the workplace. It fuels creative, innovative action; and it is sustainable.

Key Learning Pointers

  • Service Values, PICTURE, aim at repositioning the image of the service personnel differentiated as being professional, dynamic and committed to quality service.

  • The Heart of PICTURE encapsulates the spirit of a passionate and dedicated service employee who takes pride to deliver high quality service consistently.

  • Create a common ‘language’ of shared service values (PICTURE) and behaviours that will reflect character traits of the service employee who exudes personal charm, enthusiasm for your customer and increase your personal effectiveness.

    Note :  PICTURE  -   
    rofessional, Innovative, Communicator, Teamworker,
    Understanding, Respect, Empathy

  • Scan for service opportunities and demonstrate customer-focused PICTURE behaviours for moment of truth.

Service Innovation For Breakthrough Service - Overview

Today, organisations and service professionals face a rapidly changing client engagement environment with increasing competition and social demands. In this competitive service environment, service innovation for breakthrough service is becoming a core competency for service employees. This program focuses on the knowledge and skills in championing service innovation for competitive advantage. It aims to share service professionals' experiences in harnessing creativity to create new value in their client engagement.

"Innovation is not a matter of chance, but of choice."

Key Learning Pointers

  • Define innovative service concepts for application into your core daily tasks by shattering assumptions.

  • Use diversity game to explore the service professional's thinking style preference to help point the way towards working together more effectively and productively.

  • Re-think client's needs and expectations and creating value for the clients Finding an alternative Yes or a solution, for the client's needs and expectations.

  • Use various facilitation tools and techniques for service innovation : affinity diagram, dot voting, world cafe, divergence and convergence, decision matrix, bottom up and top down approaches.
  • Come together to harvest the ideas for a breakthrough service for the clients : know your criteria, know your limitations and know your resources.
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