Learning Objectives

At the end of the session, the participants are able:

  • Understand the importance of brand consistency and its contribution to the positive outcomes of the business.
  • Identify their social style and guide them to relate and interact better with others and the types of customers/clients.
  • Perform services with desired / unanticipated standard to create uniqueness of the organization through continuous improvement system.
  • Handle challenges effectively and change to opportunity to impress the customers.
  • Apply the learning experience to motivate and achieve an increased level of energy and higher productivity of each team members towards the organizational goals.



Course Outline

1. Brand Contacts
  • Moments of Truth
  • Cycle of Service
  • Positive & Negative Brand Contacts
  • Guest Feedback
2. Guests are different
  • Types of Guests
  • Identifying Guest Needs and Wants
  • Addressing Guest Needs anD Behaviour Styles
  • Lifetime Guests Value
  • The Cost of Guest Dissatisfaction
3. Excelling at Service
  • Why is Service Excellence Important to us
  • The Service Winners
  • Service Intangible
  • Two Dimensions of Service – Procedural vs Personal Side of Service
  • Guest Expectations vs Experience
  • The Cost of Doing vs the Cost of Not Doing
  • Delivering the Touches of Service Excellence
4. Key Elements of Excellence Service
  • Five Elements of Excellence Service
  • Service Culture Components
5. Key Skills for Excellence Service
  • Know your Organization
  • Know your Product & Service 
  • Know your Guest
  • The way we communicate
  • Positive Attitude and Positive Behaviour
  • Dealing Assertively with Guest
  • Guest Focused Behaviour
  • Courtesy Costs Nothing
  • Telephone Courtesy & Manners
  • G.U.E.S.T.S Our Priority
6. Resolving Service Breakdown
  • Service Recovery Strategy
  • Roadblock to Service Recovery
  • Dealing with Difficult Guest
  • Handling Complaints using L.A.S.TA

Who Should Attend

The program is specially designed for individuals who are in a supervisory position and above


Registration starts at 8.30 am on the first day. Classes start at 9 am end 5 pm. Morning and lunch break will be served at appropriate times.

Deposit & Payment

In order to secure the said training on a define basis, kindly effect 50% Deposit on the total costs for the training requirements upon confirmation. This deposit is non-refundable. Balance 50% of the total costs is require seven (7) days prior to the training.

Cancellation & Transfer

Please note that should this registration is cancelled fourteen (14) days before the day of the training, a 50% cancellation charge will be imposed. If cancellation is made seven (7) days before the training, full payment of the training will be levied. Please note that amendments can only be made to above arrangement by giving a minimum of three (3) working days’ notice.


Disclaimer – MAHTEC reserves the right to make changes to the venue, date, speaker including cancellation or postponement of the workshop if number of participants less than 10 or warranted by circumstances beyond its control.