Quality Best Practice 3 - Achieving Service Excellence - Level 4 - Training Material  

Product Overview

This unit covers putting customers first, developing customer relationships, operations and the customer, customer needs and strategy.

Target Audience

• Middle and Senior Managers
• Post Grad and/or Post experience Managers

Anybody wanting to develop skills and knowledge in a particular management field at postgraduate or post experience level.

Objectives

• Demonstrate to students how customer focus is central in the quality process
• Enable students to understand the role of meeting customer needs in the quality process
• Enable students to deal with the customer follow up requirements
• Show students how effective operations affect customer service and quality
• Enable students to understand the role of effective delivery systems in the quality proces

List Of Contents

Customers and their expectations
Why are customers important?
Who are your customers?
What customers want
Keeping the customer in focus
Improving service to your customers
Communicating with the customer
Achieving superior customer service
Enhancing performance
Customer complaints
Approaches to Quality Management
Quality control vs. quality assurance
What is a quality management system?
Continuous improvement
Controlling operations
Methods of service delivery and customer interaction

Sample Preview  Preview_Quality3.pdf

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