TUESDAY, MARCH 3, 2026 * 9:00AM TO 5:00PM
VIVENTIS CAREER CENTER, G/F EDSA SHANGRI-LA HOTEL, MANDALUYONG CITY, PHILIPPINES
In the private sector, service excellence is a driver of loyalty, brand leadership, and competitive advantage. In the public sector, it is the foundation of citizen trust, stakeholder satisfaction, and effective governance. Across both, service excellence must be embedded into the DNA of the organization, lived daily by every member of the team — from leadership to frontline and back-office support functions.
This comprehensive one-day program equips participants to hardwire service excellence organization-wide, ensuring it becomes a winning cultural advantage that competitors or other organizations cannot easily replicate. Participants will gain the mindset, tools, and practices to deliver consistently exceptional experiences to customers or citizens, regardless of role or sector. Enroll yourself and your people and transform them into unstoppable force — an army of leaders and frontliners to lead the charge of championing service excellence into your organization so every person, process, and touchpoint in the service chain performs at peak level, delivering exceptional results others can’t match.
Learning Objectives:
1. Build passion for a service excellence strategy that drives loyalty, growth, and public trust.
2. Identify and align the self-perception of each member in the organization-wide service chain.
3. Reinforce positive work values essential for becoming part of a winning culture.
4. Foster partnership, intrapreneurship, and integrity to apply creativity and innovation in service delivery.
5. Sharpen customer or citizen focus across all functions.
6. Strengthen communication skills to cultivate trustworthiness and credibility.
7. Understand the roles, responsibilities, and contributions of each member of the service chain.
8. Apply policies and procedures that create remarkable service connections and lasting relationships.
9. Project a consistent corporate or institutional image that reinforces service excellence.
10. Formulate steps to make the organization’s identity distinct and recognized for excellence.
11. Embed service excellence into the DNA of the organization to ensure it becomes a sustainable competitive or reputational advantage.
Expected Outcomes:
1. A clear understanding of service excellence as a competitive or reputational advantage
2. Tools to embed service excellence into the DNA of their organization
3. Organization-wide alignment on service roles and standards
4. Winning strategies for sustaining excellence across sectors
5. A personal and team action plan for immediate application
She has trained and mentored thousands of administrative professionals, executives and leaders across sectors. With her dynamic, results-driven style, she has designed and delivered specialized programs for top institutions, multinational corporations, government agencies and professional organizations—guiding individuals and executives in their professional growth toward becoming exceptional performers and respected leaders in their industries.
Her expertise spans talent development, professional image building, leadership and organizational development—including building a customer service culture. Widely respected for her ability to blend real-world insights with engaging facilitation, she delivers high-impact learning experiences enriched with practical tools that participants can apply immediately for measurable results. Her transformational programs empower professionals with the skills, confidence and strategic mindset to excel at the highest levels of performance and influence.
I. Perpetuation of Self-Improvement – We are the Champions!
• Key Competencies Star Service Provider-Key Competencies
• Cornerstones of Success: “Intrapreneurship” and Stewardship
II. Principles of a “Remark”-able Customer Service
• Opportunities: Exploiting Market Vulnerabilities
- Our Customer Experience
- Efficiency in Our Process
• Reinventing Our Services
- Multiple Touchpoints
- Creating Added Value
• Sustaining Our Competitive Advantage
• Assessing Out New Challenges
III. Understanding the Service Chain
IV. Getting the Customer at the Right Place
• Service Defined
• Services vs. Service
• Internal and External Customers
• The Service Formula
• Corporate Image We Want to Project
• Creating An Organization Character
• Personal Contributions to the Corporate Identity
• Desirable Traits and Qualities
• Throwing in Something Extra
• Creating Great Value for Our Price
V. Building Trustworthy Relationships
• Relationship Building Beyond Customer Delight
• Effective Communication
- Beyond Lip Service
- Service Principles
- From F2F to the Virtual World
- Telephone Culture
- Saying “NO”
- Handling Complaints
- Handling Irate Customers
- The Magic Touch: Customer Involvement
- Reinforce, Reassure, and Ratify
- Critical Feedback and Passionate Support
VI. Forward Look
• The E-plus Strategies
• Creating Dynamic People and Teams Committed to Becoming Service Excellence Winners
VII. Integration:
• Creating A Culture that Genuinely Cares
• Lessons to Take to Heart
Contact Person: Aiza Cuenca
Mobile Number (+63 998) 510-3748
Telefax: (+632) 8842-7148 or 59
Email: aiza.cgbp@yahoo.com
