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Standards of performance - providing service excellence

Business training program

"Standards of Performance - Providing Service Excellence" is a comprehensive training program designed to enhance participants' understanding and implementation of service excellence standards in professional environments. This course aims to equip individuals with the necessary skills and knowledge to deliver exceptional service that exceeds customer expectations and contributes to organizational success.


Learning Objectives

  • Understand the importance of service excellence in achieving organizational goals.

  • Learn the key principles and standards of service excellence.

  • Develop effective communication and interpersonal skills to engage with customers.

  • Acquire problem-solving techniques to address customer inquiries and complaints efficiently.

  • Implement strategies for maintaining high standards of service quality and continuous improvement.


Target Audience

This course is suitable for customer service representatives, frontline staff, managers, and anyone involved in delivering services to internal or external customers.


Course Content

  1. Introduction to Service Excellence Principles and Standards.

  2. Customer Engagement and Relationship Building.

  3. Effective Communication Techniques in Service Delivery.

  4. Handling Customer Inquiries and Resolving Complaints.

  5. Strategies for Maintaining Service Quality and Continuous Improvement.


Expected Outcomes

  • Demonstrate a thorough understanding of service excellence principles and standards.

  • Exhibit enhanced communication and problem-solving skills in customer interactions.

  • Apply best practices for delivering exceptional service and addressing customer needs.

  • Contribute to a culture of service excellence within their organization, leading to improved customer satisfaction and loyalty.

The course employs a variety of teaching methods, including interactive lectures, case studies, role-playing exercises, group discussions, and multimedia presentations. Participants will also have access to relevant reading materials and online resources to support their learning.

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