| Improve Quality » Quality Management Training » Quality Service for Front-line Staff |
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Quality Service for Frontline Staff |
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Overview |
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Quality Service is the customer’s perception of a delivered service. One of the most important customer service skills you can develop is the ability to understand and effectively respond to the customer’s needs and concerns. Delighting customers can reap significant rewards for the organization and success for staff. |
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Session Focus |
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Participants will learn the essence of quality service and know how to maintain high levels of quality service through relevant exercises and discussions specific to their service areas. Managers and supervisors will gain an understanding of how to lead staff responsible for delivering quality service. |
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Who Should Attend? |
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Managers, Supervisors and Front-line staff |
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What You Will Learn |
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- Learn the meaning of customer service in the context of your department and job role.
- Determine the various measurement techniques and develop appropriate measurements for the different types of customer satisfaction levels.
- Identify, measure and improve service levels in your own work environment.
- Improve customer communication practices.
- Establish specific standards for the improvement of customer service levels.
- Develop a quality service vision for the department.
- Establish quality service standards.
- Create an action plan for improved service levels.
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Course Duration |
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| 1 Day |
