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GTA Consulting
Jan 23 2018
Building Effective Communication & Improved Excellent Customer Service Programme  E-mail

An Overview
The importance of building effective communication and improved excellent customer service cannot be over emphasized. In view of the above this course will explore initiatives in building modern communication methods by officials aimed at improving service delivery and building reputation in their organization for excellence service delivery.

The essence of this course is to begin the process of consolidating positive change in your organization. This is necessary because the public expectation for robust communication and excellence service delivery is increasing on a daily basis. The stakeholders want improved efficient service delivery in line with global best practices.

The course therefore will provide participants with an understanding of the nature and benefits of a robust communication skills and how to deliver excellent service to the public. On completion of the course participants will understand how to identify and satisfy a range of different stakeholders. They will also be able to apply a range of techniques in the workplace, handle customer dissatisfaction, complaint in line with the organization’s service mandate for enhanced productivity.

COURSE OBJECTIVES:
    The course aimed to provide a broad understanding of emerging frameworks and contemporary approaches to growing and building a robust customer service framework
    Emphasize on ‘cutting edge’ issues concerning theory and practice, customer management, cross functional integration and organization related issues.
    Identify the main drivers of customer delight and design a strategy to deliver them while the course faculty will focus on the synergy between in-field practice and in-class learning.

TRAINING OUTCOME
At the end of the programme, participants will be able to:
    To identify key issues, challenges and opportunities that will enhance the value proposition to the customers through a robust service delivery programme.
    Describe the role of the organisation in relation to service delivery
    Describe personal behaviours that support service excellence in service
    Identify the characteristics and benefits of excellent service delivery
    Describe the meaning of positive attitude and motivation in providing excellent service delivery
    Know the value of anticipating & responding to varying customers’ needs &  expectations
    Describe the factors that influence the customers’ satisfaction and dissatisfaction.

Course Assessment:
Participants will be expected to complete a simple assessment exercise at the end of the programme.

Who Should Attend?
The course is designed for every staff in the organization especially those from grade level 6 and above to take advantage of the transformation and reengineering process in the organization.

For further details contact us