Cost-Effective Service Departments”, “Quality Services that are Next to None”, “Profitable Service Operation”, and “Increased Profits from Service!”

 

Above objectives are becoming a MUST for any Business that is willing to stay competitive, profitable and to improve its market position.

 

However, Service Operations have unique characteristics that challenge managers and operations teams.  Aggressive Organization Objectives, Increasing Customers’ Expectations & Pressures, and the conflicting demands of Managing Service Operations …. Just to name a few!

 

This course aims to contribute to businesses and individuals’ efforts to achieve these goals. The course addresses the most crucial aspects, dimensions and techniques required to Manage Service Effectively, Provide Quality Services, Improve Profitability while creating a Customer-Centered Service Concept across the Service Operation.

By the end of this course, participants will be able to:

• Understand the unique dimensions of Quality Service
• Create a Customer-Service Culture 
• Deal with Difficult Customers & regain lost business
• Understand how Customers assess Service Quality
• Identify and Close Quality Gaps to desired Customer Satisfaction level
• List and Calculate Service KPI’s

Course include SIX Modules that will be delivered in FIVE Days

 

Module 1 - Effective Service Management Overview

·        Service Definition & Characteristics

·        Basis of Profitable Service Business

·        Importance of Service to any Business

 

Module 2 – Transforming into Service Concept

·        Service Concept Definition & Phases

·        8-Steps to Build SVC Concept

·        Providing Quality Service

 

Module 3 – Creating Customer Centric Service

·        Importance of Customer to Business

·        How to Create a Customer Service Culture

·        Service Recovery & Attaining desired Customer Satisfaction level

 

Module 4 – Performance Measurement & Service KPI

·        Performance Measurement & KPI’s

·        List of Service KPI’s and how to measure it

·        Reasons of negative measures and solutions

Module 5 – Improving Performance by using Standard Time

·        Classifications and Definitions of Standard Time

·        Constructing & Managing using Standard Time

·        Improve performance using STD Time

 

Module 6 – Optimizing Operation & Improve Profitability

·        Three Steps to Start developing your operation

·        Practical Consideration while making the change

·        5 Techniques to generate sales and improve profitability