Service Excellence and Customer Experience

The role of the frontline staff is crucial in the process of providing excellent service to customers, as they are the 'face & voice' of the organization.

For this reason, frontline service staff need to continually update their mindset and competencies in excellent service to be able to provide the best service experience for customers. This training program will equip the frontline service staff in your Company with a positive mindset about excellent service and communicate positively with customers during the service process.

After completion of this program, participants will be better able to:

• Understanding the essence of service excellence and recognizing its impact on the business of an organization
• Explaining the role & responsibilities of frontline service staff in delivering the best service experience to customers
• Explaining the service chain among work units within the organization, especially the connection between frontline units and the back office in the process of service excellence
• Understanding and practicing communication skills for service excellence according to recommended standards during the service process to customers