Managing Service, Satisfaction and Change

Course title

Managing Service, Satisfaction and Change

Overview

Analytical skills and techniques for change management and continual improvement in service quality.

Objectives

Understand techniques for measuring and monitoring service and satisfaction

Learn techniques for effective presentation of complex data and proposals for change

Understand and overcome resistance to change

Understand relevant legislation to consider when introducing change

Learn techniques for effectively introducing change and improvement

Content

The Service Management Cycle

Monitoring service & satisfaction

Survey design & implementation

   Tools for eliciting customer feedback

   Designing surveys and questionnaires

   Interview techniques

   Monitoring complaints

   Sampling techniques

Planning & decision-making

   Identifying clusters

   Analysing trends & priorities

Managing & evaluating change

   Identifying the barriers to change

   Presenting the case for change

   Workplace laws affecting service management

   Overcoming the barriers to change

Implementation & evaluation

   The project approach

   Supporting the team

   Monitoring & feedback

   Performance measures

Delivery

In-company programme (typical group size: 6-8 attendees)

Duration

2 days

Fees

Subject to quotation

Course description

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