2 - Capelle Academy

SERVICE EXCELLENCE WSQ PROGRAMS
MANAGERIAL
6. S.C.O.R.E.! Unlock Your Potential to
Scale New Heights in Business
Excellence (2 Days)
(Mapped to ‘Manage Business Excellence’)
This program will equip participants with the skills and
knowledge to manage the business excellence journey in
a holistic and integrated manner. This includes planning
for business excellence, facilitating business excellences
self-assessment, managing improvements for business
excellence and sustaining business excellence.
7. Leverage Customer
Intelligence: Develop Winning
Products & Services (3 Days)
(Mapped to ‘Interpret & Analyze Customer Intelligence’)
The ability to use information to address business issues
provides an organization with a competitive edge over
its competitors. Hence, it is necessary for managers to
possess skills in interpreting and analyzing customer
intelligence to help organizations understand their
customers better.This understanding will enable
organizations to develop product and/or service
offerings that meet the needs of their customers. This
program adopts a holistic approach by introducing the
various techniques of acquiring customer information;
translating information to intelligence and lastly managing
information flow within the organization.
8. Make Customers Feel Special (3 Days)
(Mapped to ‘Develop & Customize Service Offerings’)
Customers feel special when the product or service
exceeds their expectations.The interaction between an
organization and its customers does not end when the
check is signed or payment is received. Going the extra
mile for customers involves understanding customers
holistically and making the effort to offer personal
attention to meet the special needs of customers.
This program adopts a systematic approach by
introducing a framework to help participants to plan,
develop, implement and monitor service offerings that
build customer loyalty and advocacy.
care·deliver
9. Moving from Good to Great Service
(2 Days)
(Mapped to ‘Manage Service Improvement’)
Why do organizations relentlessly seek service
improvement ideas? As the business environment is
dynamic, great service today will be overtaken by
competitors tomorrow.To forge ahead, organizations
that offer great service are always one step ahead of
their competitors. Providing great service helps
organizations build customer loyalty and differentiate
from competition. Enhancing the value of service
offerings is one way to move the service level from
good to great. Service improvement ideas abound but
the ability to identify and select those ideas that
resonate with consumers gives organizations a head
start. But the process does not end here.
Implementation is the last mile in the service
improvement process. Institutionalizing service
improvement programs across the entire organization is
one of the critical success factors in moving from good
to great service.This program adopts a systematic
approach to enable participants to identify, initiate and
institutionalize service improvement.
10. Create Service Differentiation
through Service Talents (3 Days)
(Mapped to ‘Manage Human Resources to Achieve Service
Excellence’)
In order for an organization to achieve its vision and
reach its desired state, it needs to build capability in the
broad areas of Priority (Culture), Process and People.
This program introduces a systematic framework for
building service talent capability. Starting with the
company’s business strategy, the framework includes
Talent Planning and Profiling, Recruitment and
Development as well as Engagement and Retention.
When an organization carries out these processes
effectively, it will build service talent capability for
sustainable growth.
SERVICE EXCELLENCE WSQ 4