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Service Excellence Workshop
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8/28/2018
When: Tuesday, August 28, 2018
10:30 AM
Where: Cayce Tennis & Fitness Center
1120 Fort Congaree Trail
Cayce, South Carolina  29033
United States


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SCRPA

ELM Workshop Agenda

 

“Service Excellence! Does your organization have a culture of service excellence?”

 

August 28, 2018

10:30am – 1:00pm

Cayce Tennis Center

1120 Fort Congaree Trail

Cayce, SC 29033

 

10:30 – 10:40                      Welcome and introduction

 

10:40 – 11:00                      Customer Complaints: Why service fails (role playing)

 

11:00 – 11:15                      Service Language

 

11:15 – 11:30                      What is service excellence?  How to align your people, places and processes.

 

11:30 – 12:15                      People: an internal focus

·         Trait-based hiring

·         Training

·         Empowerment

 

12:15 – 12:25                      Places

·         Creating a perception

 

12:25 – 12:40                      Processes

·         Developing the motto, the promise, the steps of service

 

12:40 – 1:00                        Q&A roundtable

 

1:00                                        Lunch & networking

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