برنامج من كتالوج ليرنوفا
المهارات الشخصيةService DNA
Serve with Heart. Deliver with Excellence.
Learnuvaتعلم مصمم للتطبيق
المهارات الشخصيةCustomer & Service Excellence2 Levels (Essential – Service Leadership)
نظرة عامة
Serve with Heart. Deliver with Excellence.
Service DNA is an applied soft skills program designed for professionals at any career stage who need stronger workplace effectiveness who need to strengthen customer & service excellence. It converts the P.E.A.R.L. portfolio architecture into observable workplace practice through realistic decisions, tools, feedback and application. Its promise - Serve with Heart. Deliver with Excellence - 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: Customer & Service Excellence
Portfolio framework: P.E.A.R.L. - Presence, Empathy, Adaptability, Resilience, Listening
Target proficiency: 2 Levels (Essential – Service Leadership)
Observable performance emphasis: Empathy and service communication
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 redefine customer experience through empathy, innovation, and cultural authenticity in a role-relevant workplace context.
- 02
Explain the concepts, standards and decision criteria underpinning customer expectations and moments of truth.
- 03
Diagnose a realistic challenge related to empathy and service communication using relevant evidence and stakeholder context.
- 04
Apply practical tools for journey and service standards in a realistic workplace scenario.
- 05
Demonstrate effective judgment and behavior when handling complaint handling and recovery.
- 06
Evaluate options, risks and trade-offs connected with ownership and cross-functional service.
- 07
Design an applied output for service improvement challenge and define how success will be reviewed.
هيكل التعلم
رحلة مترابطة وليست موضوعات منفصلة
كل وحدة تضيف معرفة وممارسة ومخرجًا يبني على ما قبلها.
Module 1 - Customer expectations and moments of truth
Learners explore customer expectations and moments of truth within Service DNA through self-diagnosis, paired practice, role-play and reflection. The module ends with a usable artifact or documented behavior to carry into the capstone.
Module 2 - Empathy and service communication
Learners explore empathy and service communication within Service DNA through self-diagnosis, paired practice, role-play and reflection. The module ends with a usable artifact or documented behavior to carry into the capstone.
Module 3 - Journey and service standards
Learners explore journey and service standards within Service DNA through self-diagnosis, paired practice, role-play and reflection. The module ends with a usable artifact or documented behavior to carry into the capstone.
Module 4 - Complaint handling and recovery
Learners explore complaint handling and recovery within Service DNA through self-diagnosis, paired practice, role-play and reflection. The module ends with a usable artifact or documented behavior to carry into the capstone.
Module 5 - Ownership and cross-functional service
Learners explore ownership and cross-functional service within Service DNA through self-diagnosis, paired practice, role-play and reflection. The module ends with a usable artifact or documented behavior to carry into the capstone.
Module 6 - Service improvement challenge
Learners explore service improvement challenge within Service DNA through self-diagnosis, paired practice, role-play and reflection. The module ends with a usable artifact or documented behavior to carry into the capstone.
كيف تتعلم
ممارسة مصممة لنقل التعلم
Experiential practice, reflection, realistic workplace scenarios, peer feedback and personal application experiments. 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
- Professionals at any career stage who need stronger workplace effectiveness
- Employees and teams developing capability in customer & service excellence
- Managers commissioning targeted behavioral development for their 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 behavioral practice assessed against observable criteria
- Applied output or capstone reviewed with a competency-based rubric
- Post-learning reflection and workplace application commitment
- Personal capability diagnostic
- Role-specific conversation or behavior toolkit
- Observed-practice feedback record
- 30-day application plan
- Capstone focused on service improvement challenge
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.