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HOW SERIOUS ARE YOU
WITH TRAINING & DEVELOPMENT?
IF YOU WANT TOP
TALENT AND WON’T SETTLE FOR LESS, THEN THIS IS THE PROGRAM FOR YOU …
This
Product range is for companies serious with their Organizational Development
plan and Talent Management. This is a measurable and assessment-based
series of programs where participants are required to “pass” each stage – before
moving on to the next – the participants will “shape-in” or “ship-out”.
There
are 4 stages of skills and knowledge impartation to grow the service heart of
all your customer service executives. Each stage has its own objectives and
it is a build up to the next level. Executives need to pass the initial stage
and graduate up the ladder of service commitment.
Academy of Service Excellence (ASE)
(i)
Service
Diploma
(ii)
Service Honors Degree
(iii)
Service
Master Degree
(iv)
Service
Doctorate Degree
DISCLAIMER: We do not give out
diplomas and degrees in an academic sense to participants (like
Universities), and are not certified to do so. We use the terminology to let
participants understand the different levels of skills improvement.
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The Retail
Excellence program is for retail shop-front, helping front-liners and
retail managers to provide world-class customer service and improve in
sales.
Phone Excellence is for companies
where answering customers over the phone is mission critical.
FMCG Excellence is for
Fast-Moving-Customer-Groups customer service, like hyper-markets.
Banking
& Hotel
Excellence is for banks & hotels where customer excellence is key for
market leadership.
Sales Excellence is where sales
skills and customer service needs to go hand-in-hand.
Services Excellence is for service
related companies, like consultancies, e-commerce, professional companies.
Management Excellence is for top
management that views customer excellence as a key strategic pillar.
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Example.
Master Program for FMCG Excellence.
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ASE MODULE
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CORE FOCUS AREAS
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EXPECTED END RESULTS
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Service
Master Degree
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- To
solve problems for customers
- To
give good suggestions to customers
- To
be the experts of your brand’s products
- To
recommend and give consultative advices
- To
target of extra services and make customers feel they are VIPs and
appreciated·
- To
have great sensitivity towards customers’ needs and able to design next
steps of service to “wow” customers·
- To
stand out and be different from other types of services in the market·
- Able
to generate more sales because of your service
- To
have the skills to handle difficult and demanding customers
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Service
Executives can have different perceptions towards problems and complaints
and able to handle every of it professionally
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Service
Executives able to be expert and give suggestions that can influence
customers’ decisions·
Service
Executives can deepens relationship and trust with customers because of the
extra cares, understanding of feelings and trustworthy word of advices·
Service
Executives able to increase conversion of sales through referrals,
recursive visits and promotions into customers’ circle of influence·
Service
Executives have the skills to turn any demanding situation into their
benefits. Your brand become the top choice for the customers
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CONTENTS
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EXPECTED MEASUREMENTS
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·
Power of
Ownership - O.A.R. vs. B.E.D.
·
Tips to
handle Dominant Perfectionist
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Law of
Suggestions
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Attentive
listening and CORE-CURE understanding
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Focus
Positive - Turning Problems to Opportunities
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Secrets of
Follow Up
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Rapport
Machine
·
A.H.O.
principle to manage difficulties
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S.A.V.E.
principle for the extras and niches
·
Build up
the Moment Of Trusts
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Experts –
Product and Brand Awareness
·
Critical
and creative approach for extra miles
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Customers
As Families
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Number of
cases solved for customers
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Customers
feedback and testimonials
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Extra miles
stories per-week
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Number of
customers that know you as friend and ask for advices
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Product
Assessments
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Number of
successful follow ups and sales closing
o
Number of
referrals
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Once
the syllabus is worked out and customized to the client’s needs, a schedule
is set for the Academy. Participants will be not only trained, but given
on-the-job assignments that will be practical (and exciting), yet measurable
and linked to bottom line Key Performance Indices.
Example.
Schedule for Sales Excellent Program.
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