2 - Capelle Academy

WSQ Programs
SERVICE EXCELLENCE WSQ PROGRAMS
The Service Excellence WSQ is a competency-based
training and assessment framework that equips service
professionals with the relevant skills set to deliver excellent
MANAGERIAL
1. Build an Uplifting Service Culture
(2 Days)
(Mapped to ‘Lead a Customer Focused Organization’)
Capelle Academy is privileged to partner with Ron
Kaufman to launch this workshop - Build an Uplifting
Service Culture - based on his New York Times best seller
“Uplifting Service”. In this workshop, participants are
introduced to the 5 key elements of uplifting service -
the architecture for a self-sustaining service culture and a
prescription that works. Participants will learn the steps
to be taken to build a sustainable culture that delivers it
every day, and offers tools and practices that have been
proven effective in business, government, communities,
and homes, thus providing a blueprint for making service
a part of everything we do.
2. Lead a Customer Focused
Organization (2 Days)
This program provides a holistic and structured approach
through the SERVE framework for leaders to:
develop a customer-focused strategy; communicate the
organization’s customer service objectives, values and
standards to stakeholders; translate customer focused
values into desired behaviors; demonstrate and reinforce
commitment to customers; and evaluate and improve
personal customer focused leadership. SERVE stands for
Strategize, Establish, Reinforce,Value and Exemplify.
3. Paving the Way for Innovation in Your
Organization (2 Days or 3 Days)
(Mapped to ‘Set Up and Implement Systems and Strategies that
Support Service Innovation’)
This program looks at what successful innovative
companies have done to make it work; and translating
them into systems and strategies that leaders can use
to pave the way for innovation to take place in their
organization, from the frontline staff all the way up to
management.
3 SERVICE EXCELLENCE WSQ
service.The Service Excellence WSQ comprises 24
competency modules designed for service staff at the
Operations, Supervisory and Managerial levels.
4. Awesome Service Experience Every
Day (3 Days)
(Mapped to ‘Provide a Quality Service Environment’)
A quality service environment is primary to any
company’s endeavor to provide service excellence to
its customers.To effectively build and nurture such an
environment, leaders need to identify the components
that determine the customer experience, and make
plans to monitor, implement plans and even innovate
such that the experience is customer-friendly, hospitable
and memorable.
5. Business Excellence Assessment
(3 Days)
(Mapped to ‘Assess Organization for Business Excellence’)
This program will equip learners with an understanding
of business excellence requirements and the core skills
to conduct an internal assessment for their organization.
It includes planning for business excellence assessment,
conducting business excellence as well as reporting
assessment findings.
care·deliver