GREAT ATTITUDE = GREAT SERVICE

Introduction

The level of service delivery is directly in line with the attitude of the staff.  Once the Culture of Service is effectively established, the skills and attitude of the staff need to be addressed.

Overall Objectives

This programme will facilitate the development of the frontline staff towards the required level of service delivery.

Specific Objectives

• Identify the skills required
• Start the process of development of these skills
• Developing a great attitude to life, jobs and service

Content

• Why is superior service so important?
• What’s in it for me?
• Establishing the customer requirements and expected qualities of superior service
• Identifying and developing the necessary skills
• Moments of truth
• Communicating effectively
• Handling difficult customers
• Developing healthy customer relationships
• Taking responsibility for customer service
• Developing a positive attitude towards service by developing a positive attitude towards your life and job

Outcomes

Participants will:

• Have a clear understanding of their role in the development of a Culture of Service.
• Have started the process of developing the required skills
• Have started the process of developing a positive attitude towards life, their jobs and their customers

Target Audience

Designed for all front-line staff, who have direct contact with customers.

Methodology

The method, depending on the level of the participants, could include experiential exercises, group discussions, skill practices and the screening of a powerful South African motivational video.

Duration

2 days

Additional Options

This could include:

• Conducting a Service Audit
• One-on-one coaching
• Group follow-up sessions

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