Course Objectives

• Familiarizing participants with the necessary and advanced knowledge in the service of the public and the challenges faced by enterprises in the context of competition and global economic changes.
• Be familiar with the most important and salient international specifications and management models of the criteria for providing service to the public.
• Training of participants on the development of service delivery standards and the development of an appropriate incentive system to motivate service providers in the enterprise to excellence and innovation.
• Enabling participants to acquire the skills to conduct customers satisfaction invistigation and address their complaints.
• Providing participants’ expertise with practical experiences and modern applications in improving and evaluating service of the public.

Who Should Attend?

• Senior management members, general managers, executives managers, and deputies directors general, directors of marketing and sales departments, planning and customer service sectors and customer relations and PR, managers of maintenance and technical support units, managers of legal department and human resources, and computer programs planners and systems analysts will get benefits of this course. The course also gives a special focus on managers, supervisors, call center personnel, customer service and reception, and those who are prepared and rehabilitated to take on the aforementioned positions, and those who are desirous to develop their knowledge in the field.

Course Schedule

Key concepts of quality of service

• The concept and importance of quality of service to the public.
• Challenges of providing service under increased competition.
• Economic changes and the achievement of a competitive advantage.
• Specifications and standards of service delivery.
• Service delivery strategies.
• Service standards and competitive advantage.

International standards for service delivery criteria

• ISO 9001: 2000.
• ISO CD 10001.
• ISO 10002:2004.
• EFQM.
• Malcolm Baldrige Award.

Service improvement and service identification and delivery models

• Identifying what customers expect as the basis for service delivery.
• Kano model for customer’s requirements (Kano Diagram).
• Customer Performance model in accordance with customer’s demands
• Developing appropriate incentives to operationalize innovation in the performance of those involved in the service..
• Improving service level: Change and development tool.

Preparation of service delivery standards

• Customers and employees participation in standard setting.
• Determining the level of service from the customer’s perspective.
• Supporting and empowering service providers.
• Performance-level survey of all parties in the service delivery chain.
• Advertising service rules and customer participation in performance results.

Evaluation of service performance and continuous improvement

• Continuous evaluation of compliance with the rules.
• Service level indicators.
• Customer Satisfaction Investigation (workshop).
• Dealing with Customer complaints (workshop).
• Standards of service delivery from a financial responsibility perspective.