Culture of Excellence

Culture of Excellence

  • Course TitleCulture of Excellence
  • Course IDDM 213
  • Target AudienceT1xx - T2xx associates
  • Course Duration7 Hrs
  • Delivery MethodIn-Person Session at Nxt Level
  • PrerequisitesNil

Course Overview

This program will inspire participants to develop a mind-set of ownership and spirit of service excellence in whatever they do. They will be motivated to deliver the highest quality of work along with an increased sense of responsibility, accountability and pride in doing their work. It will reinforce the service mind-set of participants and motivate them to go the extra mile to delight their customers.

Faculty Details

Course Instructors

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Name

External Facilitator

Email ID: Not applicable

Learning Objectives

Learning Objectives

At the end of the entire course, participants will be able to:

  • Cultivate a high level of intrinsic motivation, driving them to excel in their roles without external pressure.
  • Understand the significance of taking ownership and being accountable for their actions and responsibilities within the organization.
  • Proactively take personal initiative, fostering a culture of self-driven improvement and innovation.
  • Recognize the value of going beyond the minimum requirements to create exceptional experiences for customers, promoting customer delight.
  • Develop an appreciation for the customer-centric approach, emphasizing the importance of customer satisfaction and loyalty in the business context.

Course Coverage

1. Ownership & Accountability

(3 hours)

  • Power of Attitude – ASK Model (Attitude, Skill, Knowledge) – Attitude of First Serve, Then Deserve
  • Maintaining a High Level of Intrinsic Motivation Every day to Make a Difference to Customers (MAD)
  • Demonstrating End to End Ownership and Accountability – Unleashing Power of Entrepreneurship – Responsibility of Representing the Company Brand Image
  • Commitment to Self-Development & Continuous Learning to Deliver Higher Quality Work using the 3D Model (Develop, Deliver, Deserve)

2. Commitment to Service Excellence

(3 hours)

  • Importance of Personal Initiative and Going Extra Mile (GEM) to Create Customer Delight
  • Increasing the Ability of Dependability – Proactive Communication
  • Professionalism – Commitment to Deadlines without Follow-ups / Reminders
  • Understanding the Service Excellence Model (Personal Vs Procedural Dimension)

About the Faculty

External Facilitator

Email ID: Not applicable