Service Values At Work

Synopsis

The quality of an organisation depends on the quality of the people in it. The most pressing challenge many organisations face for their Human Capital is largely character-related. Character is revealed by what a person does when no one is watching. Therefore, character is an individual matter, but at the same time, it has far-reaching effects. The moment-by-moment decisions that service personnel make, and the effort they put into their job, affect the quality of service and customer relations.

In this workshop, the participants explore the relationship between Service Values and workplace behaviours. Therefore, understanding the core service values that drive the desirable behaviour of service providers, teams and organisations, is a forward looking step towards achieving greater synergy in the workplace. It fuels creative, innovative action; and it is sustainable.

Course Objective

• To explain the importance of being at our best to add value to our customers in service delivery
• To create a common 'language' of shared service values (PICTURETM) and behaviours that will reflect character traits of the service provider who exudes personal charm, enthusiasm for your customer and increase your personal effectiveness
  Note : PICTURETM - Professional, Innovative, Communicator, Teamworker,
  Understanding, Respect, Empathy
• To 'Learn-Think-Apply' though an integrated PICTURETM perfect interactions to make you a 'hit' with your external and internal customers

Course Outline

What are Service Values - PICTURE TM

• Service Values aim at repositioning the image of the service personnel differentiated as being professional, dynamic and committed to quality service.
• PICTURE TM encapsulates the spirit of a passionate and dedicated service provider who takes pride to deliver high quality service consistently. The service personnel demonstrates delight and a high level of professionalism in delivering service excellence.

Personality of a Service Professional

• Embrace PICTURE TM service values at work, that personifies the pinnacle of professionalism with desirable service behaviours
  P rofessional
  I nnovative
  C ommunicator
  T eamworker
  U nderstanding
  R espect
  E mpathy
• What – Definition of Service Values
  Where – Application to workplace
  Why – Analysis : What's In It For Me?
  How –Actual Examples demonstrating desirable service behaviours
• Seeking Common Ground - We are all different. We are all the same.
• These PICTURE TM characteristics will constantly fortify the branding, that personifies the pinnacle of professionalism in service delivery.;
• A service culture will be initiated where there is an appreciation for superior service and is recognised as a natural way of working life and delivering results.