Service Culture/Management programs build the abilities to drive service initiatives, coach and motivate service employees. service objectives through your staff is the key to successful service management.

Uncovering Service Clues For Service Excellence - Overview

Because clients' assessment of services are based on performances, they rely on the service clues at the 'touch-points' which influence their overall perception of the service experience. Clients frequently behave like detectives in the way they process and organize 'clues' embedded in the service experience. In interacting with the service employees, clients consciously and unconsciously filter experience clues and organize them into a set of rational and emotional perceptions.

In this workshop, we will look at how we can study the service clues to pick up information about how the clients are feeling and to anticipate their needs and expectations. We can go the extra mile for our clients in many ways, one of which is by learning to read the visual clues of our clients in order to make sure they are comfortable, and show that we really do care about them.

To do this, you need to be constantly alert to what is going on in the servicescape, so that you can evaluate the situation accurately, and make the appropriate recommendations. This workshop provides easy-to-use techniques to enable us to discover the service clues to achieve superior service delivery. The course is application-based and the participants will be given many opportunities for hands-on practice with interactive and real-life client scenarios where they can be 'clue conscious' and enhance their service delivery. .

Key Learning Pointers

  • Discover the specific messages that different types of service clues carry which converge to create the total client experience :
    (i) Functional Clues reveals the reliability and competence of the service
    (ii) Mechanic Clues come from the environments (physical evidence of service)
    (iii)Humanic Clues emerge from the behavior and appearance ("How") of service employees

  • Identify the "what" of the service experience (functional clues) and the "how" of the service experience (humanic and mechanic clues) to better understand and satisfy client needs and expectations.
  • Recognize how service clues impact client satisfaction and influence both rational and emotional perceptions of service quality.

  • Understand the key characteristics of services and its implications : Intangibility, Heterogeneity, Simultaneous Production and Consumption, Perishability.
  • Be an astute observer of your service environment to read the service clues.
  • Discover how the service clues influences clients' perceptions of service quality : meeting client expectations with functional clues, influencing first impression with mechanic clues and exceeding client expectations with humanic clues.
  • Learn from real-life case studies of how service clues work.
  • Develop and sharpen observational skill in "Service Clues Live Challenge" project by gathering the functional, mechanic and humanic service clues that support and detract from service quality.

Coaching For Service Excellence - Overview

Achieving service objectives through your staff is the key to successful service leadership. With the growing emphasis on teamwork, collaboration and bottom line focus, managing by mandate is no longer practical. In its place, we find the Service Coach who actively motivates, encourages employees commitment and fosters sustained superior performance. Service coaching allows employees and superiors to work closer to achieve common service goals. The service coach who acts as a guide intervenes and provides scaffolding when necessary and encourages self-directed problem solving while unlocking service employees' potential. This workshop is specially designed for supervisors and managers who want to coach with authenticity and purpose in service excellence. It covers a paradigm shift of mindset as service leaders and three core coaching tools, (i) The Art of Reflection, (ii) The Art of Asking Powerful Questions and (iii) The Art of Listening with Intuition. The purpose is to equip the supervisors with coaching skills and techniques to support the service transformation initiatives to 'grow' your service personnel with a passion in service. The key is sustainable performance in the service staff.

“ Successful coaching is a mutual conversation between manager and employee
that follows a predictable process and leads to superior performance,
commitment to sustained improvement and positive relationship. ”


Key Learning Pointers

  • Commit to paradigm shift of mindset as service supervisor-coach and take ownership to lead service transformation within your service employees.

  • Appreciate the critical facets of your Service Coach role to produce productive coaching results.

  • Use the G.R.O.W. Model to structure an effective coaching conversation.

  • Engage in conversational coaching to practise the acquired skills (art of reflection, art of asking powerful questions and art of listening with intuition) to transform and develop service employees to focus on solutions, build on success, illuminate resources and find new perspectives.
  • Use key principles in reflection to convert past and present service experiences into opportunities for learning and growth.

  • Develop other-centered listening to 'seek first to understand', suspend judgment and follow your curiosity to gather information.
  • Ask powerful 'D.O.O.R.' questions to identify the person's 'box' (Emotional Boxes, Circumstantial Boxes and Perspective Boxes) and see things from a different angle.

  • Identify opportunities to affirm to further reinforce the service employee's sense of competencies.
  • Accountability Plan - Support, Encouragement and Accountability for positive purposes and motivation (energy) for desirable behavior to bring acquired conversational coaching skills learned to the service workplace.

SERVQUAL Five Dimensions : RATER - Overview

Key Learning Pointers

  • Close customer gap using the 'RATER' framework to understand what clients expect from service providers.

  • Reliability : The ability to perform the promised service dependably and accurately.

  • Assurance : The knowledge and courtesy of employees and their ability to convey trust and confidence.

  • Tangibles : The appearance of physical facilities, equipment, personnel, and communication materials.
  • Empathy : The caring, individualized attention provided to clients.

  • Responsiveness : The willingness to help clients and provide prompt service.

  • Delight clients using 'RATER' dimensions with competence, understanding, swiftness and grace.
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