Corporate Development

Transforming Service Quality

Title of Programme Transforming Service Quality
Brief Description This programme provides the arena for designing the Customer Service Strategy and Service Quality elements that will transform your organisation’s customer experience into high value customer loyalty.
Objectives/Outcomes
  • Design a powerful future for the organisation
  • Explain the Mission, Vision and Values of an organisation
  • Identify the Service Quality Strategy of an organisation
  • Define the unique quality elements that create the Customer
    Experience for your customers
  • Map the future change requirements for your organisation
  • Create the action plan for your service quality objectives
Duration 2 days
Target Audience Heads of Department, Branch Managers, Senior Managers and General Managers
Topic Modules Module 1: What’s so?
  • What is the current level of performance?
  • Getting complete with the past
  • The need to transform
  • What’s next?
  • SWOT analysis
Module 2: Creating a Powerful Future
  • Design the vision, mission and values
  • Define the Customer Service Strategy to fulfil on the Vision
  • Pre-Negotiation Planning
Module 3: Your Role in the Future
  • Identify your future
  • Clarify your responsibilities in fulfilling on the future
  • Setting your goals
Module 4: Making it happen
  • Management action plan
  • Commitment to success
Training
Methodology
This programme will be delivered using the following methods:
  • Lecture
  • Experiential games
  • Videos
  • Group discussion
  • Case studies