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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. |
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- 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
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Unlocking
Your Customer Service Self-Efficacy
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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.
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Empowering
Self and Others to S.E.R.V.E.
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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.
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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 PICTURE and
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
-
Professional, Innovative,
Communicator, Teamworker,
Understanding,
Respect, Empathy
- Scan for service opportunities and demonstrate
customer-focused PICTURE
behaviours for moment of truth.
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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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