Service Beyond Expectation

Dissatisfaction with service can arise from various reasons, such as the provider’s negative attitude towards service, lack of service-mindedness, employees not showing enthusiasm in service, customers feeling indifference, communication without considering the listener, lack of observation and awareness of abnormalities that may lead to subsequent problems, neglecting to meet customer expectations and diversity, and lack of standardized service protocols.

For customers to be impressed with the service and realize its value, it is crucial for service providers to have a positive service attitude, use communication strategies that address customer needs, and possess excellent service techniques and skills beyond expectations. Prioritizing customer needs is essential to leave a lasting impression on them.

• Be aware of and understand the value of service that prioritizes customer needs to create service that exceeds expectations.
• Adjust attitudes towards service to be positive in order to impress customers.
• Communicate service efficiently with appropriate words, friendly tone, and body language that shows care.
• Be able to anticipate situations in advance, analyze, and solve problems to meet customer needs effectively.
• Develop skills from one’s strengths to advance towards systematic quality service improvement.

• Problems that arise in service causing customer dissatisfaction
• Positive attitude and service-mindedness
• The concept of E + R = O
• Most appropriate words
• Service provider’s personality – eyes must see, speech must come from the heart, interior must be excellent
• Balance between conversation, tone, and gestures
• Active listening skills
• Customer-centric approach
• Observation and anticipation skills
• Problem analysis and resolution
• Service exceeding expectations
• Coaching for service development
• Your new job description
• Action Plan for service development
• Summary, discussion, Q&A

• Open and adjust attitudes before creating awareness, before leading to behavior change according to objectives
• Learn through diverse teaching methods such as group activities, games, role-playing, and many workshops, where learners are the center of learning
• Learners have the opportunity to practice real-world scenarios to develop skills before applying them in actual work
• Learn through coaching, a crucial tool for continuous self-improvement
• The learning atmosphere is fun, engaging, and authentic, encouraging active participation and avoiding boredom

Employees, supervisors, managers, and general executives