MAA402-2
Service
Management Skills Training
2 Week Training Workshop
Service Management Skills
·
Helping
Meeting Customer Expectation
·
Helping
Exceed Customer Expectations
o Customer Focus
o Strategic
Focus
o Improving
Service
o Improving
Image of Service
For Latest
Program Schedule
·
http://www.eurotraining.com/pdf/maa402-2.pdf
·
http://www.eurotraining.com/sitemap.php
What is Covered in this Program?
·
This program
recognizes that service is becoming a more important aspect of satisfying
customers (internal and external), managers should be
looking at ways of maximizing the effectiveness of service management.
·
This Program
provides the required skills and tools for: Recognizing importance of
satisfying internal and external customers; Improving effectiveness of service
departments; Effective use of service resources; Measuring quality of service;
Risk assessment of service functions; Implementing Customer Satisfaction
Processes in your Organization or Department
Who Should
Attend?
·
All
Professionals working in Service Departments including Procurement,
Maintenance, Audit, HR, Personnel, Finance, Design, Logistics
·
This program
can be used to train implementation teams - when a new Service Improvement project
or initiative is being started in your department/organization, or, when a new
strategic customer focus is being initiated.
Program
Content
1. Service
Quality & Perception Issues
2. Service
Industry Good Practices
3. Some
Best Practices for Service Organizations & Departments
4. Service
Quality Analysis & Management Tools
5. Process
Approach
6. Strategic
Approach
7. Setting
Service Quality Targets - SLAs, KPI?
8. Meeting
Customer Expectation Processes
9. Implementing
Customer Expectation Processes
10. Processes
for Exceeding Customer Expectations or Customer Delight
11. Implementing
Continuous Improvement
12. Reward
and Recognition Systems that Work for Employees and Customers
13. Program
Recommendations
14. Workshop
1
15. Outline
Action Plan to Implement Program Communicated Good and Best Practices
16. Workshop
2
17. Advanced
Topics - More Details on Some Above Issues Important for Participants
(Customized for each Participant Group)
18. Increasing
Productivity through Using Standard Forms, Templates, Checklists to Perform the
IP Processes
19. Performance
Management System to Measure Level of
Performance in the Above Processes - we will develop the KPIs for the Above
Processes
20. Planning
& Implementing a Departmental/Functional Knowledge Base - For IP Rights and
Methods - Key to Achieving Quality Service Performance/Repeatability and
Superior Performance in Our Organization
21. Your
Individualized Action Plan for Implementing Good Practices and Best Practices
Discussed throughout the Program
22. Enhanced
Program Recommendations
Euro Training Ltd
3422 Old Capitol
Trail, #1116, Wilmington, DE 19808, USA
Tel: +1 415 430 5181,
+1 415 251 1359
Regn@EuroTraining.com, EuroTraining@gmail.com
Fax: (US) + 1 650 649
2689