In order to develop a reputation for Service Excellence organisations need to become customer-centric. They need to put their customers at the heart of everything they do whether it’s financial control, investment, marketing, recruitment, training, sales, decision-making, process design, organisation design, procurement, innovation, strategic planning, indeed, literally everything is aligned to serving their customers!
The popular thought that an organisation can become World Class by product innovation is flawed. Yes, a new product may allow you to capture the imagination and the interest of consumers but if your service fails to live up to expectations then consumers will turn to an alternative supplier; a product can be replicated rather easily, great service less so.
And the big benefit of delivering a World Class service?
Loyal customers! And the benefit of having loyal customers?
- Loyal customers will keep coming back
- Loyal customers will buy more of your products
- Loyal customers will become advocates of your organisation which will lead to more customers
- Loyal customers are often prepared to pay a premium for your service
- Loyal customers will be more tolerant of any problems you may encounter
- Loyal customers stay with you and are therefore cheaper to manage than new customers because they know their way around your organisation.
The big issue for many organisations is they do not have the culture, the leadership, the systems, the processes or the people to become World Class so they need a new approach.
Who Should Attend
This course is highly recommended for all executives, senior managers and others in all sectors of the economy that have a need to lead and embed a service excellence culture in their organisation.
Benefits of Attending
- Demonstrate personal commitment to Service Excellence
- Outline a number of business transformation strategies to deliver Service Excellence in your organisation
- Embed a culture of Service Excellence
- Assess the service levels achieved in your organisation
- Plan a strategy for defending your Service Excellence strategy
Alan Power believes few people today show real
leadership – there are many managers about but
there are very few genuine leaders. So how do
you regard yourself: a Leader or a Manager? You
might ask 'what's the difference?' and the answer
is: managers have subordinates but leaders have
followers! Which, of course, begs another
question: 'are you a Leader or a Follower?'.
Reflect on how you do your job; did anyone do this job before
you? If so, have you carried on doing it the same way as the
previous incumbent (i.e. you followed) or have you radically
changed the way the job is done to the benefit of all the
stakeholders? If you have, maybe you are a Leader. But maybe
this thinking is a little simplistic as it suggests that leaders and
managers are a different breed when this is obviously not the
case because sometimes we lead and sometimes we manage –
in other words people can be both leaders and managers and
call upon their different skills whenever the situation demands.
Dusit Thani Hotel
Dusit Thani Hotel
Dusit Thani Hotel
133 Sheikh Zayed Road
Dubai, United Arab Emirates
Telephone: +971 4 343 3333
Fax: +971 4 407 2517
Course fees include documentation, luncheon and refreshments. Delegates who attend all sessions and pass the final day examination will receive an Informa Certificate of Completion.
Pricing excludes 5% VAT, where applicable