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Seven Steps To Quality Service
Introduction
It is generally understood that 'delivering service' is a key factor in the success or failure of an organization. Service influences the reputation attracting new customers, develops customer relationships encouraging customer retention and, as proved in much research, contributes significantly to financial returns.
Without doubt, delivering QUALITY SERVICE is important.
'Seven steps to quality service' is a deceptively simple process of seven sessions designed to be held in the workplace with minimal technical support. It can be as effective in the boardroom as on the shop floor, and is applicable to all areas of the business. It can be run in cross-functional teams, project teams, functional teams, customer facing teams and support teams.
There will be specific reasons why you want people in your organization to engage in developing the quality of service your organization delivers and it is important that these seven modules fit into the context of that strategic direction.
The goals of implementing the 'Seven steps to quality service' initiative are:
- To help people within the organization develop effective teamwork.
- To engage people in the strategic goal of delivering 'quality service'.
- To establish an on-going working practice of continuous improvement.
The 'Seven steps to quality service' is a series of seven training courses that engage participants in understanding that the 'service package' on offer to customers has many facets, which leads to practical action plans for making a difference. Each course includes a participant's workbook.
- Step one - providing exceptional service
- Step two - improving our product offering image
- Step three - improving our people skills
- Step four - improving our procedures
- Step five - improving our corporate image
- Step six - managing difficult situations
- Step seven - building on success
Length of sessions:
Each session lasts about 2 - 4 hours and is designed to be capable of being conducted at the workplace, or in a training room.
They are best conducted over a period of 6 - 9 months with follow-up workshops running during the interim period to ensure changes are implemented.
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