Certified Service Quality Courses by SQI

Updated on 16-08-2007
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Course Information
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Contact No : 6467 4225
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Certified Service Quality

Its designed to provide participants with the necessary knowledge and skills to deliver good customer service. It also provides the basic for designing, managing, controlling and implementing a Service Quality programmed in an organization.

Course Contents

 

Module 1

  • Understanding Service and Service Quality

  • Understanding Customers’ Expectations and The Nature of Customer Service

  • The Key Challenges of Customer Service

  • Strategy Formulation for Success

  • Managing Key Processes and Measuring Performance

  • Improving Teamwork, Commitment, Total Involvement

  • A Practical Guide to Achieving Service Quality Results

Module 2

  • Personal Selling & the Marketing Concept

  • Developing a Product/Service, Customer, and Presentation Strategy

  • The Role of Problem Solving in Customer Service

  • Negotiation Skill

  • Barriers to Problem Solving & Decision Making

  • EQ at Work

·         Effective Business Writing Strategies

Entry Requirements

Professionals involved in serving customers and/or handling customer complaints.  Preferably 2 years working experience in customer-service related function.

Who Should Attend

Customer Service executives, officers, service providers, and anyone who needs to deal with customers regularly.

Anyone who is interested in improving his or her interpersonal skills for a more successful career.

Duration
69 hours (2.5 months)

Note

This programmed can be customized to tailor individual organizational needs and requirements. Consultancy packages are also available for both the Service Industry and the Manufacturing Industry

Contact us for more detail at 6467 4225