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CUSTOMER SERVICE MANAGEMENT AND QUALITY ASSURANCE WORKSHOP

INTRODUCTION

In today's competitive business environment, good relations are essential to secure thriving business and an effective tool for cutting costs. This course emphasis the role that each person plays towards good customer relations and service provision within their organization. Time will be spent on developing participants’ telephone and conversation skills, analyzing areas for self-improvement so that each participant takes away a personal action plan.

In order to create customer satisfaction, you need to go beyond good customer service and exceed your customers’ expectations with exceptional service.

WORKSHOP OBJECTIVES

Good customer care is the key to the success of any organisation. This workshop provides participants with the necessary skills to understand and exceed customer expectations. This will not only result in customers who will return but also increased job satisfaction, staff morale and motivation – all of which will have a positive impact on organisational performance. For any organisation’s objectives achievement to be successful, quality assurance is indispensable. The workshop will also include an element of quality assurance based on the fact that the intended organisational objectives can only be achieved when the procedures and guidelines in place are adhered to.  The training will be conducted in Kiswahili and English.

 

EXPECTED OUTPUT  OF THE WORKSHOP

The expected output of the workshop will include;

Trained staff on CARE (i.e. Communication: developing the skills of positive communication; Accountability: being proactive and taking responsibility; Respect: valuing customers as very important; Excellence: identifying & exceeding customer expectations).
Trained staff on quality assurance who appreciates the role of  quality assurance policies which help to define the way that organisations handles every step of the process in order to meet the needs of the clients.
To know the essential factors that are important in customer service and develop a customer-friendly approach that is right for your business. You will be aware of the do's and don'ts when dealing with customers, and the benefits of providing great customer service.
Participants would be able to apply quality tools to monitor and control processes to assist continuous improvement.

TARGETING AUDIENCE:

The workshop targets low and middle cadre officers who attend to clients in their everyday work, guards, the front desk officers in and private and public sectors.

Venue: Morogoro

Dates: 16th to 20th December, 2019

Course Properties

Course date: 16-12-2019 8:00 am
Course End Date: 20-12-2019 4:00 pm
Capacity Unlimited
Location Morogoro