Course Overview

Providing outstanding service and support excellence experiences often make the difference between gaining and keeping the level of your performance at work. This course offers the tools and techniques to ensure you build and maintain mutually beneficial relationships between you and your network at the office.

As a result, they become loyal support for you and your organization. You Will Learn How To: Provide exceptional service that achieves results and gets noticed; Adopt the skills and techniques that routinely deliver positive support experiences; Maximize the excellence value of your face-to-face, phone or Web-based interactions at work; Deal effectively with difficult peers or supervisors and turn complaints into opportunities; Contribute to a service focus culture and achieve greater personal growth and hight support or service satisfaction.

Course Objectives

• ·Provide exceptional service that achieves results and gets noticed
• ·Adopt the skills and techniques that routinely deliver positive excellence experiences
• ·Maximize the service and support value of your face-to-face, phone or Web-based interactions
• ·Deal effectively with difficult peers or supervisors and turn complaints into opportunities
• ·Contribute to a customer support-centric culture and achieve greater personal growth and customer satisfaction
• ·Demonstrate a positive, confident and professional approach with internal and external customers

Who Should Attend?

Corporate Secretary, Department Secretary, Senior Administrator, Administrator supervisor, Human Resources staff, General Affair staff, Health and Safety staff, General administration staff, and Public Relationship staff.

Course Content

• ·Profiling your self and your service skills
• ·Your competency and how to relate the values at work
• ·Moment of Truth (MOT)
• ·Follow Up and Follow Through (FUFT)
• ·Assessing your assets and opportunities to support your work
• ·Associating with the emotional aspects of the support or service experience
• ·Modeling effective responses to typical office service scenarios
• ·Practicing verbal communication and vocal skills in area of service and supprot
• ·Handling complaints and difficult situations
• ·Responding assertively to unreasonable requests
• ·Demonstrating empathy and building rapport with your peers and supervisors
• ·Creating productive outcomes and quality in mind
• ·Delivering a Personal Statement of Commitment

Course Leader

Dinan Syah