Course Objectives:
The type and quality of services offered and rendered by an organization, helps it stand out in a competitive environment. Optimizing process deficiencies, the service value-chain and leveraging on standardized service processes whose objectives are customer focused, form the bedrock of customer satisfaction & operational efficiency. The “Strategic Service Management” training program will educate participants on how revenue growth and profitability can be attained through effective and efficient practice of service management.

Benefits of the Course:
At the end of the program, participants will be empowered to:
*    Optimize the company’s’ provided services by properly synchronizing the efforts of all internal stakeholders
*    Understand and apply the TQM standards to service strategy.
*    Establish and maintain service standards in line with customer needs and expectations
*    Leverage on after sales service to achieve competitive advantage
*    Build a continuous and repeatable service quality process
*    Enhance enterprise-wide adoption

Course Overview:
*    Business Objectives & SSM defined
*    The GAPS model of Service Quality Management
*    The Strategic Service Strategy Development Process
*    Customer Defined Service Standards
*    Total Quality Management
*    Stages in Service Firm Competitiveness
*    Internal SLA Based Service Management
*    Service Innovation Strategy
*    How to Create a High Performance Service Quality Culture
*    Measuring & Rewarding Service Competence & Performance
*    Best Practices in Service Management
*    Customer Satisfaction & Service Quality

Who should Attend:
*    Relationship Managers
*    Marketing Managers
*    Sales Managers
*    Customer Care Managers
*    Customer Care Supervisors

Venue:
Lagos, Nigeria

Date:
16th November, 2012

Course Fee:
N180, 000.00 (Exclusive of VAT)