Winning service requires an understanding of the diverse needs of customers, so that they can better engage the customer and in turn provide memorable services. Or they even create opportunities for turning these service challenges into exceptional services that draw the customers back.

This workshop teaches principles of dealing with moments of service challenge, and turning them around to create exceptional service that customers appreciate. 

At the End of the Workshop, You’ll Learn to:

• Recognise different types of customers, and appreciate how each of their needs and expectations differ
• Apply the organisation’s vision, mission and values to create exceptional service to meet diverse customers’ needs
• Recognise triggers in the service environment that might lead to potential service challenges
• Escalate unresolved service challenges according to the organisation’s guidelines
• Use service recovery procedures to respond to service challenges that align to the organisation’s guidelines