Service Quality

The Service Quality workshop is one of the Customer Centric Training Programs that SRD Group run.

Our aim is to introduce front-line staff and leaders to the concepts of Service Quality. Attendees apply simple yet powerful tools to better understand what Service Quality looks like in the eyes of their customers, and explore ways to enhance the customer's perception of the service they and their teams deliver. The desired outcome of these custom designed workshops is to change how attendees think about the service they provide, then turn their new insight into new practices on the job by:

• Being open to learning, and recognizing that “What You See, Is What You Get”.
• Identifying your customers and focusing on “The Real Customer”.
• Seeing the service you provide “In the Eyes of the Beholder”. “Excelling in the Moments of Truth” you have with the customer.
• Effectively handling the most “Challenging Customer Situations”.
• Taking care of “The Most Important Service Resource—You!”
  

By the conclusion of this workshop, attendees will be prepared to answer these questions:

• Who are my/our customers?
• How do these customers define “value”?
• What can I/we do to improve our customers’ assessment of “value” in our service?
• How do we keep our customers coming back, even when our service has not satisfied them?
• How does our organization work as a system to deliver “value” to customers?

The workshop above was developed in conjunction with one of partners in the Leadership Alliance - Key Consulting Group. 

Training should be a dynamic process, not an event. As needed, our workshops include pre-session work, pre and post assessment, quality application guides, experiential and engaging learning techniques, follow-up coaching and renewal sessions. Typically the workshops are attended by 8 -10 delegates.