Service excellence is about taking an integrated approach to business that puts the customer at the center of everything it does. Service excellence is underscored by a compelling business philosophy that promotes the establishment of long term, mutually trusting and profitable relationships with customers. The aim of this training is to develop a sense of customer intimacy, and explored the ways in which organizations build their knowledge and understanding of their customers’ needs and expectations, and how customers perceive the performance of the organizations

1. Service
Excellence
(Training Syllabus)

2. Service Excellence Training
Framework
Emotional Bank
Account
Concept
Relationship
Building
Greeting &
Welcoming
Complain
Handling
Effective
Communication
o Service Best Practice
o Service Philosophy
o Type of Customer
o Character of Customer
o Customer Walk In
o Customer Call In
o Listening Skills for getting deep
information
o Character of Customer for
Complain Handling
o Self Assessment :
Knowing your
communication style
o Communication
Behavior
Syllabus

3. OVERVIEW
Service excellence is about taking an integrated approach to
business that puts the customer at the center of everything it
does.
Service excellence is underscored by a compelling business
philosophy that promotes the establishment of long term,
mutually trusting and profitable relationships with customers.
The aim of this training is to develop a sense of customer
intimacy, and explored the ways in which organizations build
their knowledge and understanding of their customers’ needs
and expectations, and how customers perceive the
performance of the organizations
Syllabus

4. Service Excellent Training
Framework
Emotional Bank
Account
Concept
Relationship
Building
Greeting &
Welcoming
Complain
Handling
Effective
Communication
o Service Best Practice
o Service Philosophy
Syllabus

5. Emotional Bank Account
Concept
We all know how our regular bank account works. We
make deposits, save up money, and when we need that
money later, we withdraw it. An emotional bank account
is an account of trust instead of money. It’s an account
based on how safe you feel with another person by doing
something good for them.
When your trust level is high, because you’ve made lots of
deposits, communication is almost effortless. You can be
yourself, and others understand and appreciate you. Then,
when you make mistakes or offend someone
unexpectedly, you draw on that reserve and the
relationship still maintains a solid level of trust. And when
you need something good, they will do it for you.
Syllabus

6. Service Excellent Training
Framework
Emotional Bank
Account
Concept
Relationship
Building
Greeting &
Welcoming
Complain
Handling
Effective
Communication
o Type of Customer
o Character of Customer
Syllabus

7. Relationship Building
This training looked at the role of employees in creating and
delivering service excellence. For many organizations, the
quality and history of the relationships that staff have with
customers remains the most unique aspect of their business.
Competitors can copy many other elements but are less
likely to succeed here. It is, therefore, not surprising that
engaging people in the organization has become a
boardroom agenda item
Syllabus

8. Service Excellent Training
Framework
Emotional Bank
Account
Concept
Relationship
Building
Greeting &
Welcoming
Complain
Handling
Effective
Communication
o Customer Walk In
o Customer Call In
Syllabus

9. Greeting & Welcoming
Recognizing there are millions of opportunities when the
doors are opened for customer visit or when the phones are
ringing, then many organizations develop their service
culture standards. The service culture standards is unique, it
makes one organization is different with others.
There are tips and a role play in this training how to handle
customer walk in and customer call in
Syllabus

10. Service Excellent Training
Framework
Emotional Bank
Account
Concept
Relationship
Building
Greeting &
Welcoming
Complain
Handling
Effective
Communication
o Listening Skills for getting deep
information
o Character of Customer for
Complain Handling
Syllabus

11. Complain Handling
A customer gets mad for a poor service. What should we
do ?
Measure our listening skills. Listening is the first step to
understand why the customer complaining and get to
know what customer needs.
Analyze the character of customer, then addressing
customer complaint in accordance with the character
Syllabus

12. Service Excellent Training
Framework
Emotional Bank
Account
Concept
Relationship
Building
Greeting &
Welcoming
Complain
Handling
Effective
Communication
o Self Assessment :
Knowing your
communication style
o Communication
Behavior
Syllabus

13. Effective Communication
Assess your communication style by yourself in this training.
It will help you to know others’ communication style also.
Then you know how to communicate with them
Communicate effectively. Get to know what you
communicate and how you communicate it.
Syllabus

14. Anwar
Yulistianto
As HR Practitioner, Anwar Yulistianto, has many experiences to set
up and developing HR Operation Division such as designing
recruitment & selection system, creating Company Regulation,
designing formulation of Key Performance Indicator, designing
Level Grading and Salary Matrix, designing formulation of Career
Matrix for salesforce, designing salary tabulation and salary
component, providing employee benefit such as JAMSOSTEK and
health insurance, designing HR Standard Operating Procedure,
designing, providing and conducting Basic Professional
Salesmanship Training, and developing Service Culture Standard.
Trainer’s Profile