Introduction | Course Initiative | Request for Assistance

Introduction

Service is not just for your customer service staff. Everyone from the top person down needs to embody it wholeheartedly to create a Culture of Service Excellence.

The heart of service practiced conscientiously can reinvigorate your entire organization, while poor service will systematically and immediately destroy it. Since service excellence has the potential to be your lowest cost - highest profit activity isn’t it time you brought it to everything you do?

DifferWorld’s systematic approach to creating a culture of service excellence encompasses a step-by-step process of working with our partner organisations over a pre-stipulated period to…

• Enhance service mindsets from across the organisation
• Create clear workable strategies at every level
• Develop the necessary skillsets to support implementation of workable strategies
• Evolve business sets to create new service excellence standards
• Providing additional 360º support towards creating a culture of service excellence

This is done by getting contributions and buy in from key stakeholders at all levels so you, your teams, your organisation, your shareholders and of course your customers exponentially profit from your culture of service excellence.

The initiative is a fully customised, objective driven combination of the following…

Step I – Creating a Service Excellence Mindset

1. Gaining clarity on your unique service related problems, challenges and difficulties
2. Focusing on the issues at hand and crystallising the issues behind the issues
3. Examining how people normally deal with their service problems, challenges and difficulties
4. Realising why these normal strategies don’t work and what you need to focus on
5. Exploring possible solutions you, your teams, your organisation are looking for
6. Identifying the different types of solutions worth looking for
7. Exploring multiple relevant service solutions
8. Appreciating the philosophy of problems and solutions
9. Appreciating human dynamics to appreciate service
10. Examining people’s devotions and their lack of devotion to service and what causes it
11. Exploring people’s and your preconceived notions when it comes to service
12. Identifying the preconceived notions that have held you back from serving
13. Illuminating your mind as to the heart of service and shifting your service paradigm
14. Identifying what you are willing to do to take a step forward in service

Step II – Mapping Service Strategies, Identifying Skillsets

1. Coming up with your service strategies
2. Strategising how to put your strategy into action
3. Identifying mindsets and skillsets required to give your strategies the best chance of success
4. Practicing and enhancing skillsets inclusive of service communications in different scenarios
5. Playing The Chocolate Cake Game to differentiate between a product, a service and an experience
6. Creating new resolutions and resolves in and around new service standards

Step III – Evolving Service Business Sets

1. Fully customised step towards translating the new mindsets and skillsets towards evolving business sets that involve policy, procedures, processes, rules, guidelines, modus operandi, systems and structures
2. Identifying the shortfalls, workability and windfalls of the old systems
3. Envisioning new more ideal systems
4. Implementing the new more ideal system in a workable, self-appreciated, people & environment factored and customer centric way

Step IV – Coaching Service Champions

1. Developing key people at all levels as service champions
2. Educating on coaching best practices
3. Coaching codes of conduct
4. Learning and practicing core coaching technologies, methodologies and techniques
5. Learning how to boost service performance and fulfilment and tie it in with profitability
6. Coaching case studies and practice sessions

Step V – Sustaining & Scaling Your Culture of Service Excellence

These are a series of 7 continuous development modules created for the explicit purpose of sustaining the momentum of the other four steps of Culture of Service Excellence. These can be delivered in keynote form, in smaller groups, through various multimedia channels and even though your own Service Champions who can be effectively developed through coach-the-coach and train-the-trainer initiatives,

Module 1: Service – A Gift to Humanity
Through this initiative you and your organisation will recognize service for what it really is – a way of life, beyond just a job designation

Module 2: Discovering Your Service Personality
Through this initiative you and your organisation will examine your unique service personality and learn how to grow in service as a distinct individual

Module 3: Enhancing Your Service Communication
Through this initiative you and your organisation will in a simple and effective way learn how to enhance your communicate skills in relation to service

Module 4: Adding Value, Winning Customers
Through this initiative you and your organisation will learn more about the critical role of adding value towards gain new customers while retaining existing customers for business profits

Module 5: Creating Your Unique Service Experience
Through this initiative you and your organisation will work together to create a whole new service experience that will delight you, your teams, your organisation, your stakeholders and most importantly your customers

Module 6: Raising Your Service Standards
Through this initiative you and your organisation will create a step by step process towards raising your service standards in a simple and inspiring way

Module 7: Professional Service Coaching
Through this initiative you and your organisation will learn the value of being a professionally certified service coaches, the value professionally certified service coaches bring to you and the value of championing service excellence within your organisation, while setting new standards in your industry for developing exceptional service ambassadors.

Request for Assistance

The entire 5 Step Culture of Service Excellence initiative is designed to empower, enable and equip you, your team and your leaders by enhancing your personal, professional and executive mindsets, skillsets and business sets. This is achieved through DifferWorld’s proprietary people and organisational potentialisation models utilising our professional coaching technologies, methodologies and techniques.

The above initiative along with our other professional education, development, coaching, training and consultancy initiatives are presently available in the following countries...

Australia, Bahrain, Brunei, China, Egypt, Germany, Hong Kong, India, Indonesia, Japan, Korea, Kuwait, Macau, Malaysia, Mauritius, New Zealand, Pakistan, Philippines, Qatar, Saudi Arabia, Singapore, South Africa, Sri Lanka, Taiwan, Thailand, Turkey, United Arab Emirates, United Kingdom, United States & Vietnam.