Training Programs

Workshops For CEOs and Senior Managers

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Workshops	Outline	Duration
Service Leadership	Service Frameworks Develop Customer-focused Vision Develop Customer- focused Mission Develop Core Values Strategic Service Intent Develop Service Platform	2 days
Service Strategy	Service Imperatives Linking Service to Organizational Goals Service Goals & Measures Service Differentiation	2 days
Service Roadmap Workshop	Audit Integration Implementation with DCTEM© framework	2 days
Building Loyal Customers	Value of Loyal Customers Service Quality Indicators Feedback System Policies and Procedures Service Recovery System Continuous SQ Journey	2 days
Service Management Workshop	Selection Motivation Perception Policies & Procedures Service Standards Service Recovery Empowerment Service Guarantee Rewards and Recognition	2 days

Workshops For Managers & Service Leaders / Implementers

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Training program	Outline	Duration
Service Management Workshop	Selection Motivation Perception Policies & Procedures Service Standards Service Recovery Empowerment Service Guarantee Rewards and Recognition	2 days
Service Recovery	Winning Mindset Service Recovery Strategy Service Recovery Actions	2 days
Leading Service Improvement	Cycle of Service Chart Process Flow-chart Moment Ma Service Blueprint Ishikawa Diagram Service Improvement Toolkit Data Collection Sheet	2 days
Service Leaders in Action	Big Picture Service Leader Managing the Missing Link Leading Service Demonstrate Moment of Truth Commitment & Action	5 days
Service Standards - Train the Trainer	Service Standards Manual KSA of Effective Trainer Training Tool-kit Facilitation Skills Trainers Drills Includes copyright of Training design & materials	2 days
Service Standards Auditor's Course	Standards Audit Process Conducting Service Audit Audit Techniques Practices Audit Committee and Follow up	1 + 1 day
Train the Trainer - Facilitators course	Training overview Learning Theories Facilitation Skills Class Management	2 days

Training Programs for All Frontline & Support Staffs

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Training program	Outline	Duration
Service Champion	Service Mindset Service starts with Me Service at Departmental Level Service as a Company Moments of Truth	5 days
Positive Image through Phone	Telephone Attitudes Effective Telephone Techniques Develop Telephone Standards Telephone Drills Telephone Audit Format	2 days
Service Standards Auditor's Course	Standards Audit Process Conducting Service Audit Audit Techniques Practices Audit Committee and Follow up	1 + 1 day
Service Standards Training	The Process Creating Impressions Approach Interaction Closing	2 days
Service Skills	Creating Positive Impression Communication Skills Understand Customer Type Art of engaging a customer	2 - 3 days
Leading Service Improvement	Cycle of Service Chart Process Flow-chart Moment Map Service Blueprint Ishikawa Diagram Service Improvement Toolkit Data Collection Sheet	3 days
Handling Difficult Situations	Positive Mindset Self-Management Handling Skills Positive Actions	2 days
Others	Presenting a professional image Workshop Corporate Seminar Etiquette Dining Etiquette Seminar Team Building	Customized according needs
Customized programs	Cabin Crew Training	Customized according needs

Training Programs For Everyone (Managements To Staffs)

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Training program	Outline	Duration
Service Culture and Value Building	Corporate Culture & Credo Alignment of Values Establish Service Values Establish Service Settings & Systems Translate Values into Behaviour Integration of values	1 - 2 days
Service Team Building	Building Trust & support Team Roles Team Dynamics Inter-departmental issues OR Customized topics	2 - 3 days
Service Creativity	Customized topics	1 - 2 days
Others	Presenting a professional image Workshop Corporate Seminar Etiquette Dining Etiquette Seminar Team Building	Customized according needs
Customized programs	Cabin Crew Training	Customized according needs