برنامج من كتالوج ليرنوفا
المبيعات وتجربة العملاءService Excellence Mastery
Deliver Moments, Not Responses.
Learnuvaتعلم مصمم للتطبيق
المبيعات وتجربة العملاءSERVICE EXCELLENCEService Foundations
نظرة عامة
Deliver Moments, Not Responses.
Service Excellence Mastery is an applied sales & customer excellence program designed for sales, service and customer-facing professionals who need to strengthen service excellence. It converts the S.T.A.R.S. portfolio architecture into observable workplace practice through realistic decisions, tools, feedback and application. Its promise - Deliver Moments, Not Responses - is delivered through evidence of performance rather than attendance alone.
ربط الكفاءات
ما الذي سيظهر بصورة مختلفة في الأداء؟
ترتبط كل نتيجة بسلوك وممارسة ودليل، حتى يكون التقدم واضحًا وقابلًا للمراجعة.
Primary competency domain: SERVICE EXCELLENCE
Portfolio framework: S.T.A.R.S. - Service, Trust, Adaptability, Relationship, Solution
Target proficiency: Service Foundations
Observable performance emphasis: Moments of Truth & Service Blueprinting
Future-focused enabler: ethical judgment, digital fluency and evidence-based application appropriate to the role
نتائج التعلم
من الفهم إلى قرار أو أداة قابلة للتطبيق
أهداف محددة تقود تصميم الوحدات والممارسة والتقييم.
- 01
Apply higher customer satisfaction (CSAT) in a role-relevant workplace context.
- 02
Improved service consistency.
- 03
Reduced complaints by improving recovery processes.
- 04
Apply stronger customer engagement & loyalty in a role-relevant workplace context.
- 05
Explain the concepts, standards and decision criteria underpinning foundations of human-centered service.
- 06
Diagnose a realistic challenge related to moments of truth & service blueprinting using relevant evidence and stakeholder context.
- 07
Apply practical tools for emotional intelligence in service interactions in a realistic workplace scenario.
هيكل التعلم
رحلة مترابطة وليست موضوعات منفصلة
كل وحدة تضيف معرفة وممارسة ومخرجًا يبني على ما قبلها.
Module 1 - Foundations of Human-Centered Service
Commercial teams practice foundations of human-centered service within Service Excellence Mastery through customer cases, conversation practice and field transfer. The module ends with a usable artifact or documented behavior to carry into the capstone.
Module 2 - Moments of Truth & Service Blueprinting
Commercial teams practice moments of truth & service blueprinting within Service Excellence Mastery through customer cases, conversation practice and field transfer. The module ends with a usable artifact or documented behavior to carry into the capstone.
Module 3 - Emotional Intelligence in Service Interactions
Commercial teams practice emotional intelligence in service interactions within Service Excellence Mastery through customer cases, conversation practice and field transfer. The module ends with a usable artifact or documented behavior to carry into the capstone.
Module 4 - Service Recovery & Handling Complaints
Commercial teams practice service recovery & handling complaints within Service Excellence Mastery through customer cases, conversation practice and field transfer. The module ends with a usable artifact or documented behavior to carry into the capstone.
Module 5 - Designing WOW Moments
Commercial teams practice designing wow moments within Service Excellence Mastery through customer cases, conversation practice and field transfer. The module ends with a usable artifact or documented behavior to carry into the capstone.
Module 6 - Culture of Service Ownership
Commercial teams practice culture of service ownership within Service Excellence Mastery through customer cases, conversation practice and field transfer. The module ends with a usable artifact or documented behavior to carry into the capstone.
كيف تتعلم
ممارسة مصممة لنقل التعلم
Customer scenarios, role-plays, call and meeting practice, account planning, feedback and field application. Each learning objective is mapped to an observable behavior, a practice activity and a defined evidence source. Facilitators use structured feedback and learners leave with tools that can be applied immediately.
لمن صُمم
الجمهور المستهدف
- Sales, service and customer-facing professionals
- Account managers and team leaders
- Commercial enablement and customer-experience teams
إثبات القدرة
ما يتم تقييمه وما يغادر به المشارك
تجمع التجربة بين دليل الأداء ومخرجات قابلة للاستخدام بعد البرنامج.
- Short pre-learning diagnostic to establish baseline confidence and knowledge
- Scenario-based knowledge checks with feedback
- A observed customer or sales simulation assessed against observable criteria
- Applied output or capstone reviewed with a competency-based rubric
- Post-learning reflection and workplace application commitment
- Customer or account planning tool
- Observed commercial conversation
- Value, service or relationship action plan
- Field-transfer scorecard
- Capstone focused on culture of service ownership
أسئلة شائعة
ما تحتاج معرفته قبل الاستفسار
هل يمكن تقديم البرنامج لمؤسستنا؟+
نعم. يمكن مواءمة الحالات والمهام وسياق الدور ونمط التقديم مع الحفاظ على نتائج الكفاءة الأساسية للبرنامج.
هل البرنامج متاح بالعربية والإنجليزية؟+
يمكن تقديم البرامج بالعربية أو الإنجليزية أو باللغتين، وتظهر اللغة المؤكدة في كل طرح معتمد.
كيف يتم تقييم التعلم؟+
قد يشمل التقييم اختبارات معرفية وممارسة ملاحظة وقرارات حالات ومنتجات عمل ومهامًا تطبيقية ومشروعًا ختاميًا.
هل أحصل على شهادة؟+
يحصل المشاركون الذين يستوفون متطلبات الحضور والتقييم المعتمدة على الشهادة المحددة في طرح البرنامج، ولا تظهر الساعات المهنية إلا بعد التحقق.
خطوتك التالية
اسأل عن البرنامج وصيغة التقديم المناسبة
شاركنا الجمهور والسياق والنتيجة المطلوبة، وسيتواصل معك فريق ليرنوفا.