Responsive Service Delivery

Delivering a service that meets and exceeds the ever-rising expectations of customers is a challenge for most organisations. This programme focuses on key competencies that contribute to a responsive and consistent service delivery.

Key Benefits
At the end of the programme, participants should be able to:

• Provide excellent customer service in line with organisational service values
• Recognise individual's role in enhancing service team effectiveness
• Provide consistent follow-up post sales/service support
• Maintain a customer database

Course Content

• Build a Service Delivery Platform
  - Service culture and values as cornerstone of service delivery platform
  - Communicate policies and procedures effectively to customers and staff
  - Your role and responsibilities

• Service Team effectiveness
  - Identify team goals and members' role and responsibilities
  - Maintain commitment to team's goals
  - Identify and resolve problems individually and collectively

• Provide Effective Follow-up Sales/Service Support
  - Identify and adhere to service delivery promise
  - Respond effectively to resolve post service delivery problems

• Maintain a customer database
  - Purpose of maintaining a customer database
  - Recognise the importance and benefits of accurate customer records
  - Apply organisational policy on database management

Learning Methodology

This training programme will incorporate experiential-based activities to enhance understanding and learning. Participants will be engaged in interactive tutorials, role-plays and presentations for development of higher self-awareness and confidence.

Who Should Attend

Executives and Frontline Service Personnel

Course Details  
Duration: 2 days (16 hrs)
Time: 9am - 6pm
Course Fee : $342.40 (Incl 7% GST)