Service Excellence

Workshop Introduction

We want to build a culture that fosters an understanding of how to think service as well as how to manage the experience of service.

This program is designed to provide an engaging and challenging approach to developing and demonstrating commitment to the interpersonal skills and awareness that create the foundation for Service Excellence.

The program approach is to build awareness of different value systems and personality styles, provide proven techniques for accommodating them and to motivate participants to “live the knowledge” in order to generate a more satisfying experience for both parents and colleagues, our internal and external customers.

Target Audience

This workshop is designed for department heads, team leaders and their respective team members to define and systemize how they will develop a culture of service excellence.

Workshop Objectives

  • Produce strategically responsive (non-reactive) service staff
  • The ability to provide individually tailored interactions
  • Promote a sense of comfort, safety and respect in colleagues and parents who have a complaint
  • Generate consistency in positive outcomes
  • Sponsor community loyalty
  • Creation of a ‘service team’ that performs with a sense of mission and confidence

Workshop Agenda

Workshops will commence at 8:30am and aim to finish by 4:30pm. There will be two 15-minute breaks each day and a 45-minute lunch break. The workshop modules will be:

Day 1: Morning

  • Exploring ‘Customer’ Relationship Dynamics
  • The importance of affirming your customer’s self-esteem & building relationship

Day 1: Afternoon

  • Creating a feel-good experience
  • Using the “7 Steps to Success”- interaction model

Day 2: Morning

  • Identifying customer needs & expectations
  • Exploring consultative questioning strategies

Day 2: Afternoon

  • Handling objections/complaints
  • Resolving customer emotion/conflict
  • Case ownership

Workshop Language

This workshop is available for facilitation in English, Mandarin or Cantonese. All written materials will be in English to support the schools working language environment.

Workshop Capacity

Limited to 30 participants (Exceptions can be made to include more).

Workshop Facilitator

PDACADEMIA, a Hong Kong-based international consultancy, will facilitate this workshop. PDACADEMIA helps Educational Institutions align professional development programs with their strategic mission and to overcome organizational challenges. They have developed the topics for this workshop through consultation with ACAMIS school leaders.

Michael Iannini (English)

Michael was a research assistant at the Arizona State University Child Development Laboratory, where he studied mixed age playgroups and conducted studies of how children retain and recall information. Before moving to China in 1999, Michael consulted with the Children’s Action Alliance and the Arizona State Government on how to best serve children with special learning requirements.

Since moving to China, Michael has worked with a number of International and Chinese Bilingual schools to develop curriculum, train teachers and consult school management on staff management and parent engagement strategies.

Michael’s training credits are a result of his recruiting and training the teams in each organization he has served in as well as his passion for education and continual learning. Michael infuses a variety of experience into every course to ensure participants can immediately apply the concepts introduced to them.