Service Excellence

Selling, winning and developing new business is one thing - but retaining customers and building customer loyalty through excellent service quality is just as important. In our workshops we emphasise a practical, customised approach to service quality, tailored to our clients specific business needs. Challenged by the fact that excellent service quality is much more than a nice smile, we provide a wide range of training solutions for continuous service quality improvements. In addition to creating service quality awareness and addressing service skills, our workshops help improve service and management process so that inter-related functions such as sales, sales support and customer service can better work together to exceed the expectations of internal and external customers.

Service Management
Service Skills
Service Process
Teams

Service Management

Participating in these workshops, managers and supervisors will learn how to develop and implement service quality improvement strategies. By implementing these concepts they will gain measurable results such as improved productivity as well as less benefits such as increased internal external customer satisfaction.

Service Process Management
Service Performance Measurement
Developing and Implementing Service Standards
Coaching Service Teams
Service / Call Centre Management
Bench Marking

Service Skills

Anyone dealing with internal and external customers and interested in giving good service can benefit from these programmes.

Service quality awareness
Communication and service quality
Service quality on the telephone
Dealing with `service challenges`

Building and maintaining
the customer base

ITC Group Netherlands®

Service Processes

There is no such thing as perfect service delivery system. Every process can be improved. These programmes provide the skills and knowledge to improve and redesign service processes to facilitate excellent service delivery to your clients.

Facilitating Service Improvements
Teaming up for Service Quality
Analysing and Improving Service Processes
Re-engineering Service Processes
Developing Service Level Agreements
Total Quality Management
- Kaizen Training
- Six Sigma
- Work Improvement Teams

Service Teams

In most instances quality is dependent on the quality of cross-functional processes, which can best be improved by the people working in them. By participating in these workshops, teams will learn skills, which will enable them to improve service processes and to work together more effectively as a team.