Driving Performance for L&D Leaders
Full-Day Classroom Training Agenda (In-Person) – by Diana Au Yeung
Duration: 7 hours (including breaks)
Agenda
1. Fundamentals of Service Excellence
- Key principles and business impact
- Service excellence in luxury vs. other industries
Break
2. Evolving Customer Expectations
- Shifts in customer behaviors
- Digital vs. in-person service excellence
- Activity: Mapping customer touchpoints
Lunch Break
3. Fostering a Service-Oriented Culture
- Aligning service excellence with company goals
- Cultivating a service-first mindset
- Leadership’s role and best practices
- Case Study: Luxury Hospitality
Break
4. Strengthening Customer Loyalty & Employer Branding
- Strategies for training and motivating teams
- Peer coaching: Giving and receiving feedback
5. Service Excellence in Practice: Real-World Applications
- Addressing common challenges in service delivery
- Personal commitment: Key takeaways
- Q&A and reflections
Register today
*9% GST applies to Singapore based companies and individuals.
**Group discounts applicable.
***The mode of delivery for this virtual class is Zoom.
- All bookings are final.
- Should you be unable to attend, a substitute delegate is welcome at no extra charge.
- HRO Masterclass Series cannot provide any refunds for cancellations.
- HRO Masterclass Series reserves the rights to alter the programme without notice, including the substitution, amendment or cancellation of trainers and/or topics.
- HRO Masterclass Series is not responsible for any loss or damage as a result of a substitution, alteration, postponement or cancellation of the event.