Real Service - a service excellence solutions developed by PACE OD Consulting targeted at developing customer centric staff.  Organizational Consulting, Service Excellence, employee development, customer service, consulting services, service consultant, customer experience, customer satisfaction, customer service strategy, customer service strategies, customer service skills, customer relationship management, how to keep your customers happy, exceeding customer service, exceeding customer service expectations,
 

build authentic relationships with Your customers

 
Real Service
 
 

CEOs worldwide have recognised the customer experience is starting to overtake price and product as a key brand differentiator (Conference Board, 2019). The future customer will see more value in the experience of using a product or service rather than in the actual product or service itself. According to the same study, more than two-thirds of CEOs now see the need to prioritise service in order to thrive in this competitive market environment.

On top of this, 95% of global consumers say that customer service is very important or somewhat important in their choice of and loyalty to a brand (2018 Global State of Multichannel Customer Service Report).

 
They see the importance of moving from a product-central approach to servitisation to enhance the customer experience. This approach turns customers involved in one-time transactions into ‘users’ who seek continuous interaction with the firms they deal with.
— Chuck Mitchell, Executive Director of Knowledge, Content and Quality at The Conference Board
 

 

Real Service

The Essentials Of Building AUTHENTIC RELATIONSHIPS With Customers.

Real Service is designed to build authentic relationships with customers to provide them the much needed service experience beyond the product features. Building authentic relationships with customers does not happen by chance. It requires organisations and service providers to intentionally and deliberately invest effort into building, upholding and nurturing these relationships that engender delightful service experiences.  It requires Real Service that manifests itself as a continuous journey throughout the buying cycle, based on a deep passion to serve customers — forming the foundation for customer loyalty.

Through building authentic relationships with customers, service excellence can be cultivated intentionally in all types of organisations. Our Real Service programmes target all levels of the organisation to embed service excellence within the organisation’s culture. 

 
 

 
Real Service Essentials - Making a difference to delight customers  Organizational Consulting, employee development, customer service, consulting services, service consultant, customer experience, customer satisfaction, customer service strategy, customer service strategies, customer service skills, customer relationship management, how to keep your customers happy, exceeding customer service, exceeding customer service expectations,
Real Service engagement - keeping customers connected  Organizational Consulting, employee development, customer service, consulting services, service consultant, customer experience, customer satisfaction, customer service strategy, customer service strategies, customer service skills, customer relationship management, how to keep your customers happy, exceeding customer service, exceeding customer service expectations,

Real Service Workshop Series

A series of service excellence workshops was developed by Dr. Peter Cheng. Befitting the learning needs of service providers at different levels of their service competencies in the organisation, each of these 2-day workshops builds on the other to provide learners with the competencies that are necessary for delivering Real Service and making them the organisation’s brand ambassadors.

For time-deficient learners or organisations, each of the 4 workshops can also be stand-alone programmes. They individually offer a very important skillset that will equip the learners to make a significant difference to the lives of their customers.

The workshops are designed to incorporate a blend of learning methodologies that include varied service concept sharing, experiential activities, real business case discussions, the wisdom of crowds, and role-play to engage the learners.

The 4 workshops that PACE offers for service providers and organisations that aspire to be REAL in serving their customers are: Real Service Essentials, Real Service Engagement, Real Service Enablers, and Real Service Exuberance. 

Real Service Enablers - Resolving customer concerns  Organizational Consulting, employee development, customer service, consulting services, service consultant, customer experience, customer satisfaction, customer service strategy, customer service strategies, customer service skills, customer relationship management, how to keep your customers happy, exceeding customer service, exceeding customer service expectations,
Real Service Exuberance - serving with passion and confidence  Organizational Consulting, employee development, customer service, consulting services, service consultant, customer experience, customer satisfaction, customer service strategy, customer service strategies, customer service skills, customer relationship management, how to keep your customers happy, exceeding customer service, exceeding customer service expectations,
 

Target Learners

Organisations that aspire to delight and retain their customers through building authentic relationships with them.

Return on Investment

  • Significantly better Return on Equity and Return on Total Assets

  • Increase employee commitment, longevity, esprit de corps, consumer products performance, service quality image, and profitability all of which are correlated with Service Orientation

 

Embrace real service in your organisation