Overview
TSLW facilitates your senior leadership team in building the alignment needed to embrace a common service vision – and then take the actions required to make that vision a reality. In this hands-on session, participants review the culture-building activities currently in use in the organization; identify opportunities for new service initiatives; learn best practices for becoming a service-focused culture and commit to taking action to align and strengthen the service focus.
During the workshop, you will also learn proven strategies, best practices, case studies and techniques to build and reinforce a superior service culture in these 10 essential areas:
- Transforming Service Vision
- Engaging Service Staff Onboarding
- Clear Service Communications
- Dynamic Service Education
- Remarkable Service Rewards and Recognition
- Capturing the Voice of the Customer
- Flawless Service Measures
- Smart Service Recovery
- World-class Service Benchmarking
- Inspiring Service Role Modeling
Workshop Topics and Agenda
- Superior Service Cultures Framework
- Benefits for your customers
- Benefits for your staff
- Benefits for your business
- History v/s the Future
- Costs and consequences
- Building synergy for results
- Transforming Service Vision : Articulate, discuss, and embrace an engaging service philosophy
- Engaging Service Onboarding : Attract, develop, and retain the right service talent
- Clear Service Communications : Reinforce service commitment with meetings, media, rituals, and traditions
- Dynamic Service Education : Setting the fundamental principles right and applying it back to work
- Remarkable Service Rewards and Recognition
- Motivate the right service behaviors
- Capturing the Voice of the Customer
- Capture the value in complaints, compliments, and suggestions
- Flawless Service Measures
- Track satisfaction, loyalty, and service performance
- Smart Service Recovery
- Handle difficult situations, turning service mistakes into opportunities
- World-class Service Benchmarking
- Learn from best practices inside and outside your industry
- Inspiring Service Role Modeling
- Inspire staff with personal behaviour
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