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© Copyright 2008
Lindsay Sherwin
Tel:
01491 577079
e-mail:
FredSherwin@lindsay-sherwin.co.uk |
Service Quality
Three examples of the type of courses that we can deliver in this
field.
Improving Quality of Service
For managers who need to improve the service
they provide to customers. Two days covering:-
- The basics of Service Quality;
- Discovering Customers Perceptions;
- Establishing your quality of service
issues through self assessment;
- Using Quality Action Teams to improve
customer service;
- Devising & Starting a Service Improvement
Programme.
A focus on the two key issues of quality of
service - understanding customer needs, and improving operations
to satisfy those needs. |
Re-engineering Processes
Aimed at managers & staff who want to review
and improve their business and operating processes. Two days
covering:-
- Processes & how to improve them;
- Where to start - defining the process and
establishing “Critical Success Factors”;
- Mapping & Analysing processes;
- Identifying “Hot-Spots”where quick
improvements have high impact;
- Surveying others views;
- Implementation Changes - using pilots,
trials, etc.
Has also been used to “kick-start” process
improvement project teams. |
Creating a Customer Focus
This is designed as a working awareness
workshop and can be adapted to suit all staff. One day
covering:-
- The basics of customer service - “good
versus bad” service; being customer focused; what customers
really want;
- Managing the “Journey of the Customer”
and the “moments of truth”;
- Improving Quality of Service:- finding
out what customers think of your service; using customer
action teams to generate improvements;
- Handling Individual Customers including:-
establishing customer requirements; defusing and resolving
situations; handling
complaints.
A practical, participative workshop which
draws on delegates' own experiences, introducing practical
approaches and skills. |
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