The "Service From the Heart" Programme

Module 1: Customer Service Imperative
Addresses the new perspectives of customer service and the importance of total service management.

Module 2: Service Standard & Internal Communication
Focuses on the importance of service standards, how to establish service standards and its benefits. Highlight the importance of two-way communication and its elements in customer service. Employees also learn how to use magic words in communication.

Module 3: Professional Selling & Social Style Selling
Shares the barriers when selling with guests and brainstorms solutions. Focuses the practice on FAB (features, advantages, benefits), Unique selling points (USP), the selling cycle of AIDA (Attention, Interest, Desire, Action) and its selling techniques.

Module 4: Handling Customer Complaints & Difficult Situations Effectively
Addresses the basic nature of complaints and shares the difficulties in handling complaints and difficult situations. Participants will learn the steps on how to release guest's emotions and suggest possible alternatives to solve the problem.

Module 5: Service Goal Setting & Team Building
Highlights the importance of service goal setting and difficulties in goal setting. Participants will learn how to translate the service goals into practice by following the steps in conducting briefing and debriefing to staff.

Module 6: Service Auditing & Coaching
Addresses the definition and importance of service auditing and coaching. Participants will learn how to do the service audit, the steps and procedures. To coach staff to have better performance, service leaders should understand how to provide feedback to staff who got good and substandard performance.