Service Culture Development

Service Excellence is not about one magic formula – it’s about the little things done with obsession, consistency, and care. The secret is in creating a culture that backs this up in order to deliver a unique experience to the customer. With Service Culture Development, you will:

  • Appreciate the impact of customer retention on a company’s profits
  • Go beyond frontline behavior as the only approach to customer satisfaction
  • Assess the organization’s current service management practices, design a Customer Feedback Survey, and measure Customer Loyalty
  • Create a Service Strategy for unique service
  • Understand the impact of culture on customer loyalty
  • Diagnose the organization’s current norms, systems, and structures in order to implement the best practices that propagate a service culture

This program is designed for top-level executives, service quality managers, HR managers, and those responsible for shaping the environment in which service is delivered.


“Great seminar! I recommend this to companies who would like to put “customer first.”
Jose Albert J. Llamas – First Vice President, Toyota Financial Services

“A great program. It shortens the journey to excellence.”
Dexter Pasion – President, Toyota Financial Services

”Improving work efficiencies at its highest level – Guthrie Jensen team should be in your “A” list!”
Fides Francisco – HRD Manager, Toyota Financial Services

“I liked the “moment of truth” phrase as it is where the difference of a new IMS will be seen. All our efforts will be felt in that moment when we have responded and changed for the better.”
Bien Lazaro – S/M Manager, IMS Health Philippines, Inc.

“Guthrie Jensen made my job easier.”
Denden S. Liao – AVP, UCPB

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