Providing quality service

This workshop aims to identify the characteristics of a quality service, what needs to be in place, what can prevent the provision of a quality service, and identifies solutions to these problems. It also highlights key skills and behaviour for the individual service provider.

 
Core Objectives

    To examine the service chain
    To identify the requirements of a quality service
    To identify the key customers of the organisation
    To assess personal key skills and behaviour

Methodology

    One day course
    Group discussions and practical exercises
    Brainstorming and case study activities
    Individual analysis exercises

Benefits

    Appreciation of the impact of internal service relationships on meeting external customer expectations
    Understanding of the skills, behaviours and attitudes necessary for building good working relationships
    Understanding of current levels of service and identification of areas for improvement
    Ability to demonstrate the principles of a quality service