Culture of Excellence / Customer Focus

Course Description

This program will inspire participants to develop a mindset of ownership and spirit of service excellence in whatever they do. They will be motivated to deliver the highest quality of work along with an increased sense of responsibility, accountability and pride in doing their work. It will reinforce the service mindset of participants and motivate them to go the extra mile to delight their customers.
Course Duration

In Person Training = 1 Full Day (10 AM to 5 PM) (Includes Tea / Coffee / Lunch Break)
Online Training = 1 Full Day (6 Hours) (or) 2 Half-a-Days (2 Sessions of 3 Hours Each))
Course Objectives

Will enable participants to:

- Demonstrate high level of intrinsic motivation, ownership and accountability in their role
- Appreciate the importance of personal initiative and going the extra mile to create customer delight

Course Outline

Power of Attitude – ASK Model (Attitude, Skill, Knowledge) – Attitude of First Serve, Then Deserve
Maintaining a High Level of Intrinsic Motivation Everyday to Make a Difference to Customers (MAD)
Demonstrating End to End Ownership and Accountability – Unleashing Power of Intrapreneurship– Responsibility of Representing the Company Brand Image

Commitment to Self-Development & Continuous Learning to Deliver Higher Quality Work using the 3D Model (Develop, Deliver, Deserve)

Importance of Personal Initiative and Going Extra Mile (GEM) to Create Customer Delight
Increasing the Ability of Dependability – Proactive Communication
Professionalism – Commitment to Deadlines without Follow-ups / Reminders
Understanding the Service Excellence Model (Personal Vs Procedural Dimension)