THE PSYCHOLOGY OF SERVICE

THIS FABULOUS SERVICE EXCELLENCE PROGRAM WILL INSPIRE YOU!

Program Description

Transform your team’s service delivery by understanding the psychology behind exceptional guest experiences.

This intensive training program goes beyond traditional service skills to explore the mindset, emotions, and psychological factors that drive truly outstanding hospitality service. Participants will discover how their inner state directly impacts guest satisfaction and learn practical techniques to consistently deliver service that makes people feel valued, respected, and appreciated.

WHAT YOU WILL MASTER!

By the end of this program you will be able to:

✅ Recognize and shift limiting mindsets that create “transactional” rather than “transformational” service experiences

✅ Apply emotional intelligence principles to manage their own reactions and better understand guest needs

✅ Use the SOFTEN body language approach to build immediate rapport and trust with guests

✅ Implement the “mental switch” from automatic defensive responses to conscious, solution-focused thinking

✅ Strengthen internal service relationships that directly impact external guest experiences

✅ Create memorable first impressions using proven psychological principles

Program Modules

Module 1: The Power of Perception

• How our mindset shapes reality

• Choosing to see “people to help” vs “problems to solve”

• The impact of perspective on service quality and job satisfaction

Module 2: Getting “Out of the Box”

• Recognizing when we’re in automatic, mechanical service mode

• Practical techniques for shifting into conscious, caring service

• The difference between adequate and exceptional service experiences

Module 3: The Service Iceberg

• Understanding what guests see vs. what they don’t see

• How invisible attitudes and emotions drive visible behaviors

• Aligning inner state with outer service delivery

Module 4: Emotional Intelligence in Action

• Self-awareness and self-regulation during challenging interactions

• Developing empathy and social skills for diverse guests

• The thought-emotion-behavior cycle in service situations

Module 5: Professional Presence & Body Language

• The 7-second first impression rule

• SOFTEN approach to positive body language

• Building rapport through non-verbal communication

Module 6: Internal Service Excellence

• Treating colleagues as internal guests

• Strengthening the service chain

• The PETE method of recognition and appreciation

WHO SHOULD ATTEND?

• Front-line hospitality staff (hotels, restaurants, retail)

• Customer service teams

• Service supervisors and team leaders

• Anyone in guest-facing roles

• Organizations wanting to elevate their service culture

Training Format & Duration

🕐 Duration: Full-day workshop (6-8 hours) or 2 half-day sessions

📋 Format:

• Interactive presentations

• Small group discussions and activities

• Role-playing exercises

• Self-assessment tools

• Personal action planning

• Comprehensive take-home workbook

🌟 Your Expert Facilitator

Led by internationally certified leadership trainer COLIN QUAYLE who has extensive experience in hospitality, corporate, and entrepreneurial environments. Colin has helped hundreds of leaders across Southeast Asia and globally transform their teams and achieve breakthrough results.

🎯 Delivery Style:

• Highly participatory and engaging

• Real-world scenarios and examples

• Immediate practical application

• Ongoing reflection and commitment

What Participants Receive

📚 Comprehensive Workbook with reflection exercises, self-assessments, and quick reference guides

🎯 Personal Action Plan with specific commitments and development goals

📝 Quick Reference Cards for on-the-job application

📊 Self-Assessment Tools for ongoing growth tracking

💎 What’s Included:

✅ 1 Full Day of Intensive Training (9:00 AM - 4:00 PM)✅ Workbook - Your personal reference guide✅ All Materials & Resources - Take-home tools and assessments✅ Networking Breakfast - Connect with fellow participants✅ Healthy Refreshments - Fuel your learning ✅ 90-Day Email Support - Get your questions answered post-program✅ Certificate of Completion - Add to your professional credentials✅ AND a MAGNUMS ACADEMY 7 Star Service Lapel Pin identifying you as a Magnums Academy Professional.

Program Benefits

For Individuals:

• Increased job satisfaction and engagement

• Enhanced confidence in challenging situations

• Improved relationships with guests and colleagues

• Greater sense of purpose and meaning in their role

For Organizations:

• Higher guest satisfaction scores

• Improved team morale and retention

• Stronger internal collaboration

• Enhanced brand reputation

• Increased customer loyalty

MAGNUMS ACADEMY Note

“This program is built on the fundamental truth that service excellence isn’t just about what we do, but how we make people feel. When we help team members understand the psychology behind their service delivery, we unlock their natural ability to create meaningful connections that transform ordinary transactions into extraordinary experiences.”

Ready to Transform Your Service Culture?

Let’s discuss how The Psychology of Service Excellence can elevate you or your team’s performance and guest satisfaction.

📧 Contact: Josephine Ive

📞 Phone: +61419544834

🌐 Website: www.magnumsacademy.com

Book now and start creating service experiences that guests will remember and recommend.