Provided by: Serebra Learning Corporation

Excellence in Service - Establishing Service Standards

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Training Provided by Serebra Learning Corporation

In Excellence in Service: Establishing Service Standards you will learn how to identify customer expectations by evaluating the criteria customers use to assess the quality of your company's service. You will learn how to set develop and implement service standards. You will also understand the importance of surveying customers and incorporating their feedback into service standards. Finally you will learn how to monitor performance against these standards to identify areas for continuous improvement.

Training Avaliability and Delivery

This is primarily online training
	This is an online eLearning or CBT training program
	Contact Serebra Learning Corporation for more information

Training Presented in:

English

Related Keywords: excellence service

Training Program Details

Audience

Supervisors team leaders and managers who want to learn how to establish service standards and build a customer service team.

Objective

Upon completion of this course the student will be able to:

Identify the importance of understanding customer expectations by evaluating the criteria customers use to assess the quality of your company's service.

Identify the methods for setting developing and implementing service standards.

Identify ways to monitor service standards.

Topics Include

Unit 1: Understanding Customer Expectations

Identify the information you should know to understand your customers.
Identify the elements of the CUSTOMER acronym.
Identify approaches for collecting information from your customers.

Unit 2: Implementing Service Standards

Identify the benefits of establishing service standards.
Identify two aspects of service.
Sequence the steps to develop effective service standards.
Identify the steps to implement service stanards.

Unit 3: Monitoring Service Standards

Identify the fundamental elements of monitoring service standards.
Identify ways to interpret customer feedback.
Identify methods to determine the root cause of a problem.
Identify the steps to empower employees to fix problems.

Duration

2 Hours

Minimum Requirements

(Currently no course requirements information)

Media

CDROM

Serebra Learning Corporation 119 - 7565 132nd Street Surrey BC V3W 1K5 Canada

About Serebra Learning Corporation - Training Provider

Serebra Learning Corporation - Serebra Learning Corporation provides technology-based training solutions through a combination of Cortex, its proprietary learning management system (LMS), and a curriculum catalog with over 1,825 current courseware titles. Founded in 1987 (as FirstClass Systems, with a name change to Serebra in 2001), Serebra has over sixteen years" experience delivering e-learning solutions to both...

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