Creating A World Class Culture Of Service Excellence – Awakening The Heart Of Service Across Your Organization


Increasing your internal and external service standards are pivotal for your organization to be or remain world class. Traditionally, service was often seen as an initiative for front-end customer service staff only and was largely relegated to embarrassing “how tos”. Today, it is well appreciated that service is more the “heart-ware” and not the “soft-ware” and “hard-ware” of an organization. For your organization to profit financially and non-financially, everybody from the top person down needs to embody the spirit of service excellence wholeheartedly.

This requires creating a World Class Culture of Service Excellence at every level of your organization.
Many leaders are aware that service has a direct impact on your top and bottom line, not to mention the level of fulfillment people have internally within the organization. What often escapes leaders is that the heart of service practiced conscientiously can catalyze their entire organization towards greater profitability and fulfillment. Yet, amazingly, very few leaders have the will power and foresight to implement a comprehensive, organization-wide service initiative to gain a solid competitive advantage.

They fail to pay enough emphasis on the connection between providing excellent service and its direct correlation with retaining existing customers and gaining new customers. Sadly, most organizations tend to conveniently overlook their service oversights and are slow to realize that with every service related mind set, skill set and business set shortcoming they are immediately and systematically destroying their organization’s competitive advantages.

Since creating a culture of service excellence has the potential to be your lowest cost, highest profit activity, isn’t it time you ingrained it as part of your organization’s DNA?

  


Everyone in your organization, starting from the top down.

  


A ground breaking, absolutely unique, expertly researched & created, world class, professionally delivered initiative, which will address your specific needs and benefit you for a lifetime.

  


Part 1 – Establishing Your Relationship To World Class Service Excellence

Dynamic Questioning To Establish Your Relationship To Service
Overview Of This Initiative
The Analogies Of The Star
Defining What Service Means To You
Establishing What Sustainably Successful People and Organizations Have In Common
5 Great Quotes For A Multidimensional Appreciation Of Service

Part 2 – Developing The Platform For World Class Service Excellence

What Appears And Disappears In Your World Of Service?
A Dialogue And Its Relationship To Service
Identifying And Overcoming Your Barriers To Service Excellence
Are All Organizations In the Business Of Service?

Part 3 – Exploring Strategies Towards Creating A World Class Culture Of Service Excellence

What Do You Think Of The Value Of Internal and External Service Standards?
Exploring The 10 Strategies To Create A World Class Culture Of Service Excellence

Part 4 – Step 1 To 3 Towards Creating A World Class Culture Of Service Excellence

Step 1 – Gaining Clarity On Your Unique Service Related Problems, Challenges and Difficulties

a. The Top 32 Service Problems, Challenges and Difficulties People Face
b. What Other Service Problems, Challenges and Difficulties Do You face?
c. Identifying Your Top 5 Service Problems, Challenges and Difficulties

Step 2 – Focusing On The Issues At Hand And Crystallizing The Issues Behind The Issues

e. What Are The Issues Behind The Issues

Step 3 – Examining How People Normally Deal With Their Service Problems, Challenges and Difficulties

e. What Are The Common Ways, That You’ve Observed, About How People Normally Deal With Their Service Problems, Challenges and Difficulties?

Part 5 – Step 4 To 6 Towards Creating A World Class Culture Of Service Excellence

Step 4 – Realizing Why These Normal Strategies Don’t Work And What You Need To Focus On
f. Why Don’t These Normal Strategies Work
g. So, What Do You Need To Focus On?

Step 5 – Exploring Possible Solutions You, Your Teams and Your Organization Are Looking For

h. What Are You Really Looking For?

Step 6 – Identifying The Different Types Of Solutions Worth Looking For

i. What Are The Different Types Of Solutions That Are Centric To You?

Part 6 – Step 7 To 9 Towards Creating A World Class Culture Of Service Excellence

Step 7 – Exploring Multiple Relevant Solutions

j. When It Comes To Service My Organization Needs To Be…
k. When It Comes To Service I Need To Be…

Step 8 – Appreciating The Philosophy Of Problems and Solutions

l. If There Is A Problem…

Step 9 – Appreciating Human Dynamics To Appreciate Service

m. Human Beings Are Mostly Being…
n. We Want To Create A Culture Of Service Excellence, But…
o. Thinking Revolves Around….
p. The 5 Global Paradigm Shifts And How They Relate To Service

Part 7 – Step 10 Towards Creating A World Class Culture Of Service Excellence

Step 10 – Examining People’s Devotions And Their Lack Of Devotions To Service And What Causes It

q. The Chocolate Cake Game
r. Differentiating The Universal Differences Between A Product, A Service And An Experience
s. Differentiating Technical Process Driven Service and Non-Technical People Driven Service
t. The Value Of Creating An Experience
u. Adding Value Through The Price Of A Cup Of Coffee
v. What I Now Realize Is…

Part 8 – Step 11 To 14 Towards Creating A World Class Culture Of Service Excellence

Step 11 – Exploring People’s And Your Preconceived Notions When It Comes To Service

w. Service Versus Servitude Versus Slavery

Step 12 – Identifying The Preconceived Notions That Have Held You Back From Serving

x. Typical Hold Backs When It Comes To Service
y. What Has Held You Back And What Has It Cost You?

Step 13 – Illuminating Your Mind As To The Heart Of Serve And Shifting Your Service Paradigm

z. The DNA Of All Human Beings Demonstration

Step 14 – Identifying What You Are Willing To Do To Take A Step Forward In Service

aa. Your Service Declaration – Awakening The Heart Of Service

  


This life changing and perspective shaping initiative is expertly run as a series of …
Illuminating introductions
Engaging Dialogues
Interactive games & exercises
Thought provoking debriefs
Open questions & answer sessions
Reflection time-outs
Relevant case studies
Enriching assignments
Feedback loops

  

Your lead facilitator for this world class initiative is Manoj Sharma.

Who is Manoj Sharma?

Manoj Sharma is a World Class Organization Strategist. He assists organizations, teams and individuals to be financially and non-financially wealthier through a series of incredibly “spot on”, fully customized strategic initiatives. Mr. Sharma is also the Founder, CEO and Head of Faculty of DifferWorld.com, an international strategic profitability, performance and fulfillment consultancy. Over the years Mr. Sharma has earned a reputation for not just being a global thought leader, but also his reputation for delivering world class initiatives that assist the global who’s who win in their fields of endeavour is fast becoming legendary.

Mr. Sharma has extensively worked with tier one organizations and leaders across Asia, Europe, Oceania and The Middle East, as a Strategic Consultant, Executive Director, Group Business Development Director, Marketing & Communication Director, Content Director and more. As such he brings with him a truly global perspective with an intimate appreciation of local challenges.

What can Manoj Sharma Do For You?

Mr. Sharma specializes in assisting organizations, teams and individuals boost their profitability, performance and fulfillment levels through a combination of world class strategic consultations, keynotes, coaching, training & development seminars, workshops, courses, programs and other initiatives.

Who Are Some Of The Organizations He Has Assisted?

His initiatives have exponentially benefited some of the top global brands such as:

Accenture, Alcatel, American Express, A&W Restaurants, Cisco Systems, Civil Aviation Authority of Singapore, Civil Service College, Cargotec, CitiBank, Daikin Industries, DBS Vickers Securities, Deutsche Bank, FedEx, Fuji Xerox, General Electric, Hewlett-Packard, Hiab, HSBC, IBM,
Infocomm Development Authority of Singapore, Intel, JP Morgan, Kalmar, KFC, KPMG, Lee Kuan Yew School of Public Policy, Long John Silver’s, MacGregor, Merrill Lynch, Microsoft, Nokia, Singapore Ministry of Education, Motorola, National University of Singapore, Nanyang Technological University, Philips, Pizza Hut, PricewaterhouseCoopers, Raffles International, Reuters, Samsung, Singapore Airlines, Singapore Economic Development Board, Singapore General Hospital, Singapore Indian Chamber of Commerce and Industry, Singapore Institute of Management, Singapore Management University, Singapore Technologies, Singapore Tourism Board, Starbucks, ST Microelectronics, Sumitomo Mitsui Banking Corp, Sybase, Taco Bell, The Coca-Cola Company, The Walt Disney Company, Union Bank of Switzerland, United Overseas Bank Kay Hian, Young Arab Leaders, and more

See Manoj Sharma’s list of clients and partners

How Many People Has Manoj Sharma Worked With?

To date Manoj has worked with more than 80,000 individuals globally, from senior leaders onwards, across diverse industries and has professionally coaching more than 700 people.

Want to get in touch with Manoj Sharma?