Building A Service Culture Workshop by Ng Yong Hooi
Date: 18 & 19 December 2019 (Wednesday & Thursday)
Time: 9:00am to 5:00pm
Venue: Hotel Istana City Centre Kuala Lumpur
Introduction:
In today’s customer-oriented business environment, providing a consistent customer experience will give the organization the competitive edge it needs to survive in a tough business climate. Therefore, putting in place an effective customer service management plan is imperative to create a corporate culture that will continuously promote service excellence.

This workshop will help those managing service initiatives in their organization to acquire skills, useful tips and techniques in this direction so that it will become a source of profit for their organization.
Objectives:
At the end of the workshop, participants will be able to:

• Align business operations with customers’ needs
• Manage service quality so that it becomes a source of profit for your business
• Create a sizeable service gap between you and your competitors
• Develop an effective service program.
• Promote consistency in service delivery
Program Content:
Module 1: Preparing the Organization
• Corporate culture and service
• Symptoms of an unhealthy culture
• The need for service improvement
• Quality service management framework

Module 2: The Service Business

• The service interaction cycle
• Understanding customers’ wants, needs and values
• Aiming for the ultimate value dimension

Module 3: Develop Customer Focused Employees
• The service chain process
• Improving internal service
• Cultivating professional service provider
• The difference employees make personally

Module 4: Develop Strategy that Promotes Service Excellence
• Identify clear beliefs and objectives
• Provide appropriate management style and culture
• Cultivate a differentiated customer experience
• Bettering your competitors
• Set standards of excellence

Module 5: Design System that Consistently Deliver
• Service measurement system
• Reward and recognition system
• Complaint management system

Module 6: Orienting and Developing Employees
• New employee orientation
• Training and development process
• The creative training solutions
• Tips in giving effective feedback

Module 7: Planning for Success

• The non-negotiable to a service culture
• Do’s and don’ts of a service program
• Towards a service society

Methodology:
Group discussion, interactive lecture, exercises, role-plays, audio-visual, and activities
Who Must Attend:
This workshop is suitable for managers, supervisors and executives who are responsible for developing and promoting service initiatives within their organization.
Investment Fees:
RM1,908.00 (Including 6.00% Service Tax) per participant (Standard Fee)
RM1,590.00 (Including 6.00% Service Tax) per participant (Early Bird Fee, register by 09 December 2019)

Group incentive: Register 3 participants from the same organization, the 4th participant is FREE. (Buy 3 Get 1 Free)
Registration:
There are 3 methods to register for this training:
  1. Kindly click here for online registration. Register Now.
  2. Kindly download this registration form, and fill up all the particulars. Please fax back to +6-03-6270-9993. Click here to download Registration Form (177KB).
  3. Call us to register. Tel: +6-03-6270-9883.
Notes:
This Training Programme is SBL Claimable *Subject to PSMB conditions.

Pembangunan Sumber Manusia Berhad (PSMB)We Are An Approved Training Provider Under SBL Scheme With Pembangunan Sumber Manusia Berhad (PSMB/HRDF)