FEE:
6,700 AED

MODULE DESCRIPTION
In today’s highly competitive environment, anticipating and fulfilling customer needs and wants is essential. Having a strong customer service mindset is important to any organization and it plays a key role in customer satisfaction and loyalty.

While it is important to equip your staff with techniques and skills to deliver an impeccable service, the corporate strategy must also be aligned with the exceptional service mindset - corporate strategy is the root of an exceptional service.

This module will prepare the participants with the right knowledge, competencies and mindset to leverage an organization by valuing the art of service as a strategic direction. Over three days, participants will discover how and why the different activities in a corporation impact on a customer’s experience and perception of service. Moreover they will learn how corporate strategic values and service design influence the service delivery.

LEARNING OBJECTIVES
By the end of the Module, participants will be able to:

Knowledge
• Explain the art of service and its impact on customer service experience
• Explain how strategic values and design influence the art of delivering service

Competencies
• Integrate corporate strategic and core service values into daily actions for customer excellence
• Apply different communication’s and operational techniques for an exceptional service
• Design the desired customer experience and expectations for a first-class service

Mindset
• Defend the importance of aligning corporate strategic values with exceptional service mindset
• Appreciate the involvement of personnel and their attitude in delivering exceptional service
• Recognize how emotions contribute to an exceptional service

METHODOLOGY
• Assigned readings, interactive lectures, case studies, in-class exercises, evening assignments

PARTICIPANTS
Managers, executives and entrepreneurs in any service-related industry

MODULE LEADER
Wei-Cheng CHEN is a Consultant at Lausanne Hospitality Consulting SA. His role involves designing and delivering executive education for international companies and developing hospitality learning centres around the globe. Presently, Presently, Wei is working on the elements of Pedagogy, Andragogy and Epistemology.

Prior to LHC, he worked in the hospitality industry in Argentina and Switzerland and also collected experience in the education sector. Wei was responsible for international student recruitment at Ecole hôtelière de Lausanne, enhancing the brand image and talent sourcing for the hospitality industry.

Wei is an alumnus of Ecole hôtelière de Lausanne, specialized in Entrepreneurship and Competitivity. He also has a degree in Hospitality and Restaurant Management from the Escuela Internacional de Hotelería y Turismo CENCAP in Buenos Aires, Argentina.

RECOMMENDED READINGS
Arussy L. (2010), Customer Experience Strategy, New Jersey, Strativity Group Media Company, ISBN: 978-0-9826648-0-3.

Michelli J. A. (2008), The New Gold Standard, New York, McGraw Hill, ISBN:978-0-07-154833-5.
Gitomer J. (1998), Customer Satisfaction is worthless, Customer Loyalty is priceless, Austin, Bard Press, ISBN: 1-885167-30-X.

Contact Info

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P.O. Box 215449
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Tel: +971 4 369 5322
Fax: +971 4 369 5323
Mob: +97 155 1226222

web.: www.bhostservices.com