Certificate in SERVICE QUALITY MANAGEMENT- #11

About The Programme
The Certificate in Service Quality Management is designed to improve the effectiveness of managers and supervisors who manage and supervise the service function at the workplace.

LEARNING OUTCOMES:
Upon successful completion of this 3-day programme, participants will be able to:

• Identify the principles of quality customer care

• Identify the characteristics of service

• Identify the three sources of strategic success

• Identify the essential features of commitment-based organizations

• Identify the guidelines for the delivery of great customer service

• Understand the meaning of customer value

• Identify the three fundamental factors needed to create employee value

• Understand the factors which impact customer loyalty

• Identify the importance of service standards

• Write and implement service standards

• Understand the importance of buying into the vision of an organization

• Understand the importance of communicating that vision to direct reports

• Know the strategies for promoting and embedding a service culture in an organization

• Know the strategies for managing and supervising the service encounter at the workplace

• Understand the importance of feedback, recognition and rewards in motivating employees to deliver legendary service

Methodology
Highly interactive workshop involving individual and group work, discussion, role play, video/ DVD presentation.

Evaluation
The final evaluation will consist of a 2-hour multiple choice examination of 100 questions. Candidates would need to obtain a pass mark of at least 60% to be successful.

What does the Certificate programme Fee cover?
Fee includes course materials, evaluation session and accredited certificate

 

DOWNLOADS:

BROCHURE  | APPLICATION FORM | COURSE CONTENT DOMAIN
 


 

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