Delivering a quality service depends on many parts of an organisation working together.  However, if the person required to deliver that service does not feel confident in themselves, particularly in difficult situations, then most of the organisation's effort is wasted.  This course is designed to address the need for sound service skills and high self esteem in service deliverers.  Our experience shows that we can achieve good results through a process of self discovery, problem solving case studies and work-based learning projects.  

WHO WILL BENEFIT FROM THIS COURSE?

Anyone involved in the delivery of a service or product.

COURSE AIMS

To improve service delivery skills through increased self-awareness and skills practise, at the same time increasing the self esteem and self confidence of service deliverers.

LEARNING OUTCOMES

1.    Plan a strategy for identifying what your customers value in the way of service.
2.    Define your responsibility to your customers.
3.    Develop a methodology for dealing with customer complaints.
4.    Identify the skills required for delivering a quality service.
5.    Understand the importance of non-verbal communication.
6.    Determine your own skill level in relation to customer service.
7.    Undertake a plan of action.
8.    Identify the differences in Assertive, Aggressive and Non-assertive behaviours.
9.    Develop telephone answering standards.
10.  Develop a Code of Conduct.

WHAT LEARNING METHODS ARE USED TO ACHIEVE THE OUTCOMES?

All exercises and learning techniques used during this workshop have been chosen with the adult learner in mind.  Exercises are problem centred and discussion and syndicate work is used as a vehicle for participants to reflect on their own experiences.
Specific methods used include:
•      Self assessment.
•      Case studies.
•      Problem solving scenarios in syndicates and individually.
•      Syndicate and plenary discussions.
•      Role plays
•      Video presentation and discussion.
•      Comprehensive participant workbook.

Case studies are based on service situations that are directly relevant to the participant's work environments.

Self-assessment is based on a 360 degree service skills indicator.  Initial use of this instrument has shown encouraging results in raising the awareness of participants to their actual skill level.  Use of the instrument has been well received.

                    COURSE STRUCTURE BY DAY

 

This course outline has been left broad intentionally so that the client's specific needs can be taken into consideration when choosing learning outcomes and exercises.