learning that lasts

  Programs marked by an asterisk (*) are also available as Public Workshops. 

1. Champion a Service Excellence Ethos

Skill Standard: Champion a Service Excellence Ethos 

Who is This Program For? Mangers, Dept. Heads 

Duration: 1 Day

Description:  

Studies have shown that organizations that are truly customer-centric start with the top management. Management does not just put in place customer-focused strategies that build a culture of service excellence but consciously walk the talk. Employees are treated as valued internal customers and this extends all the way to the customers. This workshop examines ways to design a customer-focused strategy and promote a customer excellence culture in your organization. 

2. Lead with Service Vision

Skill Standard: Lead with Service Vision 

Who is This Program For? Managers 

Duration: 1 Day

Description:  

An organization’s service vision not only serve to rally employees, it also articulates clearly what the organization offers to customers. A service vision that is communicated to all employees and lived out across the organization will bring about service excellence. This workshop examines the best practices – what world class organizations do well to achieve the gold standard in customer service excellence. 

3. Build an Uplifting Service Culture *

Skill Standard: Lead with Service Vision 

Who is This Program For? Managers 

Duration: 2 Days

Description:  

In this workshop, participants are introduced to the five key elements of uplifting service. Participants will learn the steps to be taken to build a sustainable culture of service, and offers tools and practices to provide a blueprint for making service a part of everything we do.  

4. Role Model the Service Vision

Skill Standard: Role Model the Service Vision 

Who is This Program For? Frontline Supervisory Staff 

Duration: 2 Days

Description:  

An organization’s service vision serves as a rallying point for its employees to have a common direction. It also articulates clearly what the organization offers its customers.  This workshop covers knowledge and application skills in role modelling the service vision of an organization. It involves demonstrating the characteristics of a role model and promoting a customer-centric culture within the team to achieve service excellence. 

5. Demonstrate the Service Vision

Skill Standard: Demonstrate the Service Vision  

Who is This Program For? Service Professionals 

Duration: 1 Day

Description: 

The quality of a service experience comes from all the service touchpoints that customers come into contact with. This workshop helps service professionals to put organizational vision, mission and values into practice, recognize each person’s role in delivering the service vision and to achieve new levels of service excellence over time.  

6. Breakthrough Leadership

Who is This Program For? Executives, Supervisors, Team Leaders 

Duration: 2 Days

Description:  

A Breakthrough Leader-Manager is one who thinks strategically, provides direction, builds organizational capability, engages the hearts and minds of people, embodies the corporate ethos and values, and behaves in an authentic manner while adopting effective styles.  While some of these leadership attributes may be innate, skills can be learned to support greater capacity as a leader.