| Description: | In todays competitive climate being able to differentiate your business from others in the marketplace is vitally important. A key differentiator is the quality of Customer Service. This is true for all types of business - public or private - as increased VFM (Value for Money) is being demanded.
Good customer service doesnt just happen! It has to be planned and managed carefully.
In this course you will learn:
modern service management techniques
how to develop service management strategies
how to implement the resultant organisational change.
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| Audience | Managers in service organisations looking to provide leadership, strategic direction and enhanced service through the management of change.
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| Duration | Four days (two plus two) - with practical strategic planning exercise in between |
| Objectives | On completion of this course participants will:
Have a broad understanding of how to apply the service model in any business environment
Hit the ground running in their new service management roles and have the confidence to pick up his/her career again in a positive manner
Be capable of implementing continuous Improvement programmes in services based organisations
Have the capacity to identify and implement service quality measurement processes that monitor service quality
Be confident in planning, motivating and implementing Service Management programmes that improve service quality |
| Benefits | Improved Service Management Skills
Reusable Service Management Model
Improved personal confidence
Broad knowledge of benefit of technology in service
Customer satisfaction and retention
Confidence & Motivation
Quality presenters with wide business experience
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