Diploma in Creating and Managing Service Excellence
Service Management
Diploma in Creating and Managing Service Excellence
₨40,000.00
Service Excellence is drawing more & more attention nowadays. Being more customer focused and providing Service Excellence is becoming a significant advantage and performance differentiator for both private and public organizations. It helps businesses to win clients in an extremely competitive environment and it also facilitates cost saving.
This Program is aimed at giving learners the opportunity to develop a master of service skills sets and a positive mindset through active and co-operative learning in a highly interactive classroom environment. Upon completion of the Program, the learner should have the knowledge and skills to demonstrate competence in all the areas of service offerings and its management.
DIPLOMA OBJECTIVES
- Recognize the importance of service delivery, service excellence, and service innovation in the organization
- Promote a customer-centric culture within the service environment to achieve service excellence
- Create a positive customer experience by offering customized and personalized service in accordance with organization guidelines
- Monitor performance of self and team to ensure consistency with the organization’s guidelines
- Promote a service innovation culture within the organization
- Respond to service opportunities and escalated service challenges to reinforce customers’ confidence in the organization
DIPLOMA CONTENTS
- Fundamentals of Service Excellence
- Optimize Workforce for Service Excellence
- Go-the-Extra-Mile Service
- Service Challenges
- Service Vision
- Establishing relations for customer confidence
- Service Innovation Initiatives
- Bonding
- Operations for Service Excellence
- Foster Service Innovation
- Positive and Professional Image
PROGRAM DURATION/DAYS/FEE
The program is of 4 -month duration, starting from Tuesday 9th October 2018. Classes will be conducted twice a week Tuesday and Thursday (6:00 to 9:00 PM). The fee for the entire program is Rs. 40,000/-.
PROGRAM DELIVERABLES:
After completion of this diploma program, the participants will be able to;
- Recognize the role that one plays in the service value chain
- Deliver service as part of a team according to the organization’s service standard
- Recognize the diverse range of customers and their needs and expectations
- Create a positive customer experience by offering customized and personalized service in accordance with organization guidelines
- Promote a customer-centric environment to influence team to achieve service excellence
- Lead team in generating service innovation ideas which are in line with the organization’s evaluation criteria
- Evaluate success of implemented service innovation ideas
WHO SHOULD ATTEND
- Frontline Leadership
- Frontline Managers
- Customer Experience Managers
- Store / Branch Managers
- Heads of Department
- Outlet Managers
RESOURCE PERSON PROFILE:
Mr. M. Mustafa Imam has more than 22 years of experience in the field of Quality and is a Lead Tutor & a Lead Auditor who has worked in more than 11 Countries. His focus in the recent past years has been towards Service Quality and has had the privilege to enjoy a reputation in his field. He has exposure of Service Quality in the Telecom Sector, Banking Sector, Hotels / Restaurants, Hospitals and the like, and has lead in changing and improving many organizations by achieving Service Excellence resulting in high levels of Customer Satisfaction.
FOR DETAILS & REGISTRATION
PAKISTAN INSTITUTE OF MANAGEMENT
Shahrah-e-Iran, Clifton Karachi: Tel: (021) 99251711-14, 99251719, 99251669, FAX: 99251715-16
E–Mail: diplomakhi@pim.com.pk
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