Developing a Service-First Mindset
Learn how to assess the impact of a person’s attitude on the quality of service delivery and engender a service-first mindset amongst employees in your work environment.
Program Duration
6 weeks
Live Group Training
6 × 90-minute sessions
Private Consultation
1 × 20-minute session
Thematic Areas
6
Program Fee
US$ 300
What you Will Learn
The program addresses six key thematic areas that influence the quality of service delivered to internal and external stakeholders. Each area combines assigned reading, practical insights, guided discussions and workplace applications to help participants strengthen their service delivery capabilities.
The Pillars of Service Excellence
Learn the pillars of service excellence and how they can effectively be applied within your workspace.
Managing Service Expectations
Identify the various types of stakeholder expectations and how to use the best approaches for managing them as an exemplary service provider.
Managing Service Failures for Effective Service Recovery
Learn how to recognise and address service failures, handle complaints and restore stakeholders’ confidence in your services.
Strategic Communication for Service Excellence
Identify appropriate communication methods for achieving the desired level of service delivery and enhancing bottom-line organisational performance.
Creating an Organisational Environment for Excellent Service Delivery
Assess how your organisational environment influences the quality of service delivery and what can be done to foster service excellence at all levels within your entity.
The private one-on-one training is reinforced by 12 live 90-minute online group training sessions covering the 12 Masterclass curriculum areas.
Participants attend two live group training sessions each week during the six-week Masterclass.
The live sessions provide structured professional training while creating opportunities for participants to ask questions, discuss service delivery situations and learn from experiences arising from different workplaces.
Watch It. Spot It. Respond.
Knowing the principles of excellent service delivery is important. Recognising what is happening when you see it is another matter.
Joy Nyabongo’s short movies bring realistic workplace and customer service situations to the screen and challenge participants to examine what actually happens when service delivery goes right or wrong.
Watch It.
Observe the situation, the people involved and what happens.
Spot It.
Identify the behaviours, decisions, omissions and service delivery practices that influence the outcome.
Respond.
Determine what should have been done differently and how the situation could have been handled more effectively.
The Joy Nyabongo Movies Collection
Written and produced as original training content by Joy Nyabongo, these short movies bring realistic service delivery situations to life and provide practical cases for analysis, discussion and application throughout the Masterclass.
When Desires Collide
Memories of the Southern Pacific
A Receptionist’s Mistakes
Who Spoilt the Deal?
The Case of the Boss, the Officer and a Desperate Customer
Divide and Rule
Promises of Heaven on Earth
The Candle in a Girl’s Tender Heart
Soreness at Bunga Gold
The ‘Inconstant Supply’ Culture
When Appreciation Becomes a Headache
Jumping to Conclusions
Linen in the Public
The Day My Husband Missed It!
Where a Husband's Hunger and a Wife's Menus Meet
A Secretary's Cup of Tea
A Thirsty Husband and the Mango Juice Temptation
The Landlord, Cook and Bothersome Tenant
Moods of a Turbulent Secretary
The Case of the Secret Child
Disrespect and a Delegate's Precious Beard
Empowering You to Excel in Service Delivery is designed for people whose decisions, conduct or responsibilities influence the quality of service delivered by an organisation.
It is suitable for business owners, executives, managers, supervisors, professionals, customer-facing employees and other staff whose work affects service delivery.
Organisations may also sponsor employees to participate in the program.
Completing the Program
Participants who successfully satisfy the program completion requirements receive a Certificate of Completion from the Service Excellence Training Centre (SELTRAC).
Completion requirements include participation in the prescribed training activities, completion of the required practical work and fulfilment of other requirements communicated at the beginning of the program.
