Training

First Training :

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Modul 1: Creating Exceptional Experiences

• Meet and exceed universal service standards

• Build customer and associate trust and loyalty

• Create a strong service system based on internal collaboration

• Follow steps of the service model

Modul 2 :  Customer Friendly Communication

• Send and receive clear messages through body language, voice tone and word choice

• Use active listening skills to determine customer needs and strengthen relationship

• Replace words and phrases which prompt negative reactions with customer-friendly language

• Create positive telephone interactions by using telephone etiquette

Modul 3:  Empowerment and Service Recovery

• Assist the customer as much as possible before getting a manager involved

• Solve problems quickly and efficiently using a simple method

Modul 4:   Exceptional Experiences

• Model exceptional service

• Observe associates as they are providing service

• Affirm service behaviors that are at or above standard

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Seconde Training : Preparation to a certification. Standards relating to quality management.

 

1. Customer focus – It evaluates the organization’s objectives and initiatives to meet customers’ needs and requirements. 

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2. Leadership – This principle aims to establish a quality-minded culture, maintaining work environments that engage people and achieve quality objectives.

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3. Engagement of People – It is one of the essential principles focuses on making employees more competent, dependable, empowered, and better within the organization.

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4. Process Approach – It focuses on linking all the business processes in a single system and helps in achieving more predictable and consistent outcomes. 

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5. System Approach to Management – The process approach focuses on developing a cohesive system and improving individual performance by understanding, analyzing and managing interrelated business processes.

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6. Continual Improvement – Improving business operations is an on-going process. It requires an organization to identify potential risks,  opportunities and strategies to eliminate risks and reap opportunities.

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7. Evidence-based Decision Making – It follows an evidence-based approach to the decision-making process.The importance is given to understanding the cause-and- effect relationships and potential unintended consequences.

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8. Relationship Management – Establishing good relations with relevant partners, business associates, vendors, stakeholders, and investors is significant for an organization to ensure the continuity to optimize their impact on its performance.