Service Excellence
This programme is designed to raise your awareness of the importance of Service Delivery in what you do. It takes you from understanding the client's needs to defining service excellence and dealing with difficult situations.
Objectives
By the end of this course learners will be able to:
- Define who their clients are
- Describe their clients needs
- Understand what is service excellence
- Undertsand how attitude can affect the ability to deliver service excellence
- Describe their personal style and how it can cause misunderstanding and conflict
- Be able to accentuate the positive aspects of potentially difficult situations
- Turn down a client request and still say "Yes"
Method
Classroom based with with practical individual and group exercises
Pre Course Requirements
None
Who Should Attend?
Anyone who is customer facing including both internal and external customers