Customer Satisfaction is pivoted on expectations of customers. It is therefore of paramount importance that every organisation commits to providing services that meet or, better still, exceed those expectations. These commitments should be documented in a Clients Service Charter, which must be shared with the entire workforce to ensure that each employee is obligated to fulfill his or her role in the service value chain; thereby resulting in excellent service performance. The Charter specifies the standards of the services that the organisation is committed to provide to users and pledges that all employees will fulfill their performance obligations. Therefore, the standards must be set professionally to avoid ‘false promises’. Since the Charter is a living documents, it should be updated from time to time in sync with changes in the environment. This course will empower participants to develop, manage and review Clients Service Charters that 'work’.
At the end of the course, the participants will be able to:
WHO SHOULD ATTEND
Employees at all levels, that are involved in the Clients Service Charter; and, those that are planning to develop a Charters for their organisation(s).
Why introduce a service charter?
Principles Underlining Service Charters
How to draft a charter
Finalising your draft charter
Indicators of Management’s Intent to Implement Service Charter
Managing Service Charters
Measurements of Performance of Service Charters
Analyzing Service Charters Performance
Feedback for Monitoring Service Charters
How to use a charter for service improvements
|05/06/2023 - 16/06/2023||$3000||Mombasa||Physical Class
|10/07/2023 - 21/07/2023||$3500||Kigali||Physical Class
|07/08/2023 - 18/08/2023||$2700||Nairobi||Physical Class
|11/09/2023 - 22/09/2023||$3000||Mombasa||Physical Class
|09/10/2023 - 20/10/2023||$2700||Nairobi||Physical Class
|13/11/2023 - 24/11/2023||$3000||Mombasa||Physical Class
|11/12/2023 - 22/12/2023||$2700||Nairobi||Physical Class