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The Six E’s of Service Excellence

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DURATION 1 Day - 9 a.m to 5 p.m
PRICE $480
SUBJECT Service Excellence

Overview

The Six E’s of Service Excellence

“When we started Virgin Atlantic thirty years ago we had one 747 and we were competing with airlines that had an average of 300 planes each. Every single one of those airlines have gone bankrupt because they didn’t have customer service. They had might, but they didn’t have customer service. Customer service is everything in the end.” – Richard Branson, Virgin Group

Learning Objectives

At the end of this course, you will be able to:
-Focus on altering the view of service from ‘something we do’ to ‘what customers’ experience’
-Service Ambassadors will learn that service excellence is a moving target – expectations keep rising, and you have to be constantly striving to take the next step up
-Apply the Six E’s Of Service Excellence

Course Outline

Part 1:
– Service Excellence Culture: Examine the Service Behaviours and Service Language in the organization
– Working with Purpose: aligning the values of the organization
– Seven service mentalities for more effective customer interactions
– Mastery – Job skills and Communication skills
– Business needs and Emotional needs – The Balancing Act: Between Transactional and Emotional Service

Part 2:
– Provide consistent and compelling experience at every touchpoint
– The science of building rapport in relationships
– Responding to customer different personality
– Feedback is a gift
– Putting The Six E’s Service Excellence model into action

Overview

The Six E’s of Service Excellence

“When we started Virgin Atlantic thirty years ago we had one 747 and we were competing with airlines that had an average of 300 planes each. Every single one of those airlines have gone bankrupt because they didn’t have customer service. They had might, but they didn’t have customer service. Customer service is everything in the end.” – Richard Branson, Virgin Group

Learning Objectives

At the end of this course, you will be able to:
-Focus on altering the view of service from ‘something we do’ to ‘what customers’ experience’
-Service Ambassadors will learn that service excellence is a moving target – expectations keep rising, and you have to be constantly striving to take the next step up
-Apply the Six E’s Of Service Excellence

Course Outline

Part 1:
– Service Excellence Culture: Examine the Service Behaviours and Service Language in the organization
– Working with Purpose: aligning the values of the organization
– Seven service mentalities for more effective customer interactions
– Mastery – Job skills and Communication skills
– Business needs and Emotional needs – The Balancing Act: Between Transactional and Emotional Service

Part 2:
– Provide consistent and compelling experience at every touchpoint
– The science of building rapport in relationships
– Responding to customer different personality
– Feedback is a gift
– Putting The Six E’s Service Excellence model into action

Avatar
DURATION 1 Day - 9 a.m to 5 p.m
PRICE $480
SUBJECT Service Excellence

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HELLO   ABOUT  FORMULA   SERVICES   SOLUTION   COACHING   IMPACT   COURSES   CONNECT

 


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