Front office staff, customer service officers, executives who interface with the external and internal customers, and others who desire to upgrade their level of service quality.
1 Day
Click on the selected date to apply now or download registration form to apply later.
Intake 01
31Aug 09
Intake 02
9 Nov 09
Download Form
S$350 (Inclusive of GST)
NUS Extension (#12-01 Park Mall)
Service Clues - Creative Customer Service 
Synopsis
Because customers’ assessment of services is based on performances, they rely on the numerous clues at the “touch-points” when choosing services and evaluating service experiences. Indeed, it is often small clues that influence a customer’s overall perception of an experience. Customers frequently behave like detectives in the way they process and organize “clues” embedded in the service experience. In interacting with the service providers, customers consciously and unconsciously filter experience clues and organize them into a set of impressions, some more rational or calculative and others more emotional. They process these clues and feelings when deciding whether or not to buy a service and while evaluating the service during and after use.
This workshop provides easy-to-use techniques to enable us to discover the service clues to achieve superior service delivery. The course is application-based and the participants will be given many opportunities for hands-on practice with interactive and real-life customer scenarios where they can be “clue conscious” and enhance their service delivery.
Objective
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By the end of the workshop, you will be able to
- Explore how service clues impact customer satisfaction and influence both rational and emotional perceptions of service quality
- Discover the specific messages that different types of service clues carry which converge to create the total customer experience
- Apply purposefully the service clues for positive moment of truth :
- Functional Clues : Technical performance of the service
- Mechanic Clues : Tangibles associated with the service
- Humanic Clues : Behavior and appearance of service providers
Course Outline
- Understanding the three main categories of service clues :
- Functional Clues reveals the reliability and competence of the service. It indicates the technical quality of the service.
- Mechanic Clues come from the environments (physical evidence of service). It concerns the sensory presentation of the service.
- Humanic Clues emerge from the behavior and appearance of service providers i.e. choice of words, tone of voice, level of enthusiasm, body language, neatness, and appropriate grooming.
- Identifying the “what” of the service experience (functional clues) and the “how” of the service experience (humanic and mechanic clues) to understand and satisfy customer needs and wants.
- Be aware of customers’ emotional and functional needs in an experience and respond to customers accordingly
- Discovering how the service clues influences customers’ calculative and emotional perceptions of service quality
- Meeting customer expectations with functional clues.
- Influencing first impressions with mechanic clues.
- Exceeding customer expectations with humanic clues.
Learning Methodology
Adult learners are more likely to learn effectively when they can see how their learning can be applied to their situation and needs. This workshop synthesizes the relevant academic content and practical applications of service delivery. It is conducted in a participative learning environment using group activities, case studies, qualitative observation of other service providers and customers, and self-assessment questionnaires.
