Creating Service Cultures to make Service AUTOMATIC!

How do you architect service-centric cultures? How are you going to manage your team of ‘contractors’….your people? What are your priorities in building a service culture?

The Service Centric Culture training program is a 3 level training program, and each level introduces employees to the different applications of the Service Directive Communications psychology. Different tools are used such as CBC Cards, CBC Inventory and Directive Communication exercises such as Environmental Dolls, World of Work Map etc.

An understanding of the Directive Communication (DC) psychology will lead your employees to a better understanding of their individual values, emotional drivers and behavior and its congruency to your organisation and ultimately your customers. The program will exposure your employees to DC Service applications to improve delivery of customer service, communications with customers , resolutions to challenges, empowerment of service team etc. Your employees’ discovery of service through the DC methodology will lead to a self self-supporting, self-inspiring service cultures through the people across organisation.

The program is guaranteed to revolutionize your employees’ attitude and approach to Customers Service going forward.

Level 1 - Service Fundamentals to Service Excellence (2 days)

• Managing Service Perceptions.
• Positive working relationships with customers
• Communication with customers
• Obtain and analyze feedback from customer
• Customer conflict and resolution
• Present positive personal image to customer

Level 2 - Service Leadership Breakthrough to Service Excellence (2 days)

• Aligning individual and organizations values
• Individual Service Leadership
• Team Service Leadership
• Executing Superior Decisions
• Initiate and evaluate change to improve service to customers
• Balance the needs of customer and organisation
• Significant Listening and Directive Questioning
• Understanding individual emotional drivers to drive service
• Initiate and evaluate change to improve service to customers

Level 3 - Value of Group Dynamics in Service Excellence Culture (2days)

• Productivity through teams
• Understanding Organizational Cultures
• Establishing Standards
• Rewards and Recognition
• Sustaining a continuous service workforce through recruitment, retention, developing talent bank etc.

This program can be customized for individual organization and is designed for all levels, Executives, Managers, Heads of Department, Senior Management members who are passionate to change into a service centric organization.