Service

Excellence (Training Syllabus)

Service Excellence Training

Framework

Emotional Bank Account Concept

Relationship Building

Greeting & Welcoming

Complain Handling

Effective Communication

o Service Best Practice o Service Philosophy

o Type of Customer o Character of Customer

o Customer Walk In o Customer Call In

o Listening Skills for getting deep information

o Character of Customer for Complain Handling

o Self Assessment : Knowing your communication style

o Communication Behavior

Syllabus

OVERVIEW Service excellence is about taking an integrated approach to

business that puts the customer at the center of everything it

does.

Service excellence is underscored by a compelling business

philosophy that promotes the establishment of long term,

mutually trusting and profitable relationships with customers.

The aim of this training is to develop a sense of customer

intimacy, and explored the ways in which organizations build

their knowledge and understanding of their customers’ needs

and expectations, and how customers perceive the

performance of the organizations

Syllabus

Service Excellent Training

Framework

Emotional Bank Account Concept

Relationship Building

Greeting & Welcoming

Complain Handling

Effective Communication

o Service Best Practice o Service Philosophy

Syllabus

Emotional Bank Account

Concept

We all know how our regular bank account works. We

make deposits, save up money, and when we need that

money later, we withdraw it. An emotional bank account

is an account of trust instead of money. It’s an account

based on how safe you feel with another person by doing

something good for them.

When your trust level is high, because you’ve made lots of

deposits, communication is almost effortless. You can be

yourself, and others understand and appreciate you. Then,

when you make mistakes or offend someone

unexpectedly, you draw on that reserve and the

relationship still maintains a solid level of trust. And when

you need something good, they will do it for you.

Syllabus

Service Excellent Training

Framework

Emotional Bank Account Concept

Relationship Building

Greeting & Welcoming

Complain Handling

Effective Communication

o Type of Customer o Character of Customer

Syllabus

Relationship Building

This training looked at the role of employees in creating and

delivering service excellence. For many organizations, the

quality and history of the relationships that staff have with

customers remains the most unique aspect of their business.

Competitors can copy many other elements but are less

likely to succeed here. It is, therefore, not surprising that

engaging people in the organization has become a

boardroom agenda item

Syllabus

Service Excellent Training

Framework

Emotional Bank Account Concept

Relationship Building

Greeting & Welcoming

Complain Handling

Effective Communication

o Customer Walk In o Customer Call In

Syllabus

Greeting & Welcoming

Recognizing there are millions of opportunities when the

doors are opened for customer visit or when the phones are

ringing, then many organizations develop their service

culture standards. The service culture standards is unique, it

makes one organization is different with others.

There are tips and a role play in this training how to handle

customer walk in and customer call in

Syllabus

Service Excellent Training

Framework

Emotional Bank Account Concept

Relationship Building

Greeting & Welcoming

Complain Handling

Effective Communication

o Listening Skills for getting deep information

o Character of Customer for Complain Handling

Syllabus

Complain Handling

A customer gets mad for a poor service. What should we

do ?

Measure our listening skills. Listening is the first step to

understand why the customer complaining and get to

know what customer needs.

Analyze the character of customer, then addressing

customer complaint in accordance with the character

Syllabus

Service Excellent Training

Framework

Emotional Bank Account Concept

Relationship Building

Greeting & Welcoming

Complain Handling

Effective Communication

o Self Assessment : Knowing your communication style

o Communication Behavior

Syllabus

Effective Communication

Assess your communication style by yourself in this training.

It will help you to know others’ communication style also.

Then you know how to communicate with them

Communicate effectively. Get to know what you

communicate and how you communicate it.

Syllabus

Anwar

Yulistianto

As HR Practitioner, Anwar Yulistianto, has many experiences to set

up and developing HR Operation Division such as designing

recruitment & selection system, creating Company Regulation,

designing formulation of Key Performance Indicator, designing

Level Grading and Salary Matrix, designing formulation of Career

Matrix for salesforce, designing salary tabulation and salary

component, providing employee benefit such as JAMSOSTEK and

health insurance, designing HR Standard Operating Procedure,

designing, providing and conducting Basic Professional

Salesmanship Training, and developing Service Culture Standard.

Trainer’s Profile