Our Approach: 

Workshop setup

Practical examples &      

    Case studies

Skill building exercises

Interactive learning  

ENJOYABLE!

Date:

(TBD)

Venue & Fees:

5-Star Hotel

KD ----- Per Participant

Who Should Attend?

This course is particularly useful for those responsible for service quality in both the private and the public sectors. All personnel providing any form of service whether to internal or external customers will benefit from this workshop.

Towards Customer-Focused Organization

Creating service culture has to address two elements: the processes and the people. Processes must be designed with customer focus and people must be qualified and willing to provide optimal service. The optimal service is a service delivered with quality and care.

All quality standards (e.g. ISO 9001, Service First) and excellence models (e.g. BNQA, EFQM) emphasize the paramount importance of capturing the voice of the customer (VOC) upstream and downstream; upstream is when designing the products/services, and downstream is after the delivery of the products/services. This workshop provides you with the tools to obtain and maintain optimal service to your internal and external clients.

Workshop Objective:

1.   Build required knowledge to turn your organization to a customer-focused business.

2.   Build the required skills to capture the voice of customer upstream and downstream.

3.   Utilize quality functional deployment (QFD), surveys, focus groups, and undercover customers to capture the clients’ needs and requirements.

Workshop Overview: