Effective Monitoring Of Service Charters Course in Kenya
Introduction
In the increasingly customer-centric business world, the key to sustained success lies in consistently meeting and surpassing customer expectations. A well-constructed Clients Service Charter is central to this endeavor, outlining an organization's commitment to service excellence and holding each employee accountable for their role in delivering superior customer experiences. A Service Charter is not merely a document but a dynamic framework that evolves with the changing demands of the business environment, ensuring that promises made to customers are realistic, achievable, and reflective of the organization's core values. This comprehensive training course is designed to empower participants with the skills and knowledge necessary to develop, manage, and refine Clients Service Charters that drive measurable improvements in service quality. Participants will learn to set professional standards that avoid overpromising, align service delivery with organizational goals, and utilize effective monitoring tools to track performance and identify areas for improvement. By the end of the course, attendees will be well-equipped to create Service Charters that are not only effective but also adaptable to the ever-changing needs of their customers and organization.
Course Objectives
Upon completing this course, participants will be able to:
- Develop, implement, and manage a robust Clients Service Charter tailored to their organization's needs.
- Evaluate the effectiveness of existing Service Charters and devise actionable strategies for their review and improvement.
- Draft a comprehensive client service Charter and formulate a strategic plan for its implementation and ongoing management.
- Employ advanced monitoring tools and techniques to track service performance, identify issues, and drive continuous improvement.
Course Duration
10 Days
Target Audience
This course is ideal for professionals across all levels who are involved in the creation, implementation, or management of Clients Service Charters, as well as those who are planning to develop a Service Charter for their organization. It is particularly beneficial for:
- Service Managers
- Quality Assurance Professionals
- Customer Service Managers
- Operations Managers
- Organizational Development Specialists
- Any employees tasked with maintaining and improving customer service standards
Course Content
Why Introduce a Service Charter?
- Understanding Service Charters as a tool for quality management.
- Benefits and limitations of Service Charters.
- Essential conditions for successfully introducing a Service Charter.
Principles Underpinning Service Charters
- Setting and maintaining professional standards.
- Promoting transparency through information and openness.
- Ensuring value for money and customer satisfaction.
How to Draft a Service Charter?
- Defining the concept of quality for your organization.
- Establishing a hierarchy of objectives.
- Defining performance indicators and setting realistic targets.
- Mapping stakeholders and their expectations.
- Drafting a Charter that reflects organizational values and customer needs.
Finalizing Your Draft Charter
- Conducting effective consultations with staff and stakeholders.
- Implementing a system for handling complaints and suggestions.
- Strategies for promoting and communicating the Service Charter to the organization and its customers.
Indicators of Management's Intent to Implement Service Charters
- Demonstrating ownership and commitment.
- Enhancing visibility of the Service Charter.
- Training staff to align with Charter objectives.
Managing Service Charters
- Best practices for monitoring and evaluating Service Charters.
- Reviewing and promoting the Charter regularly.
- Leveraging information technology (IT) in Service Charter management.
Measuring the Performance of Service Charters
- Techniques for measuring service quality, including both objective and subjective metrics.
- Evaluating customer satisfaction and service performance efficiency.
- Understanding and utilizing indicators of customer experience.
Analyzing Service Charters Performance
- Assessing the quality, frequency, accuracy, and timeliness of service updates.
- Measuring the comprehensiveness and responsiveness of service delivery.
- Monitoring overall customer service levels.
Feedback for Monitoring Service Charters
- Characteristics of effective feedback systems.
- Essential components and methods for delivering feedback.
- Best practices for incorporating feedback into service improvement strategies.
Using a Charter for Service Improvements
- Techniques for monitoring service and quality standards.
- Collecting and analyzing subjective performance information.
- Drafting and implementing Service Improvement Action Plans (SIAPs).
- Ensuring sustainability in service improvements.
General Notes
- This course is delivered by industry experts who bring years of experience in customer service management and organizational development. The course is highly interactive, utilizing a blend of theoretical instruction, practical activities, group discussions, and real-world case studies.
- Comprehensive training manuals and additional reference materials will be provided.
- Participants will receive a certificate upon successful completion of the course.
- The course can be customized to meet the specific needs of your organization. For more information, please contact us.
- The training fee covers tuition, materials, lunch, and venue. Accommodation and airport transfers can be arranged upon request.
- Payment should be made to our bank account before the start of the training. Please send proof of payment to the provided contact.
| Dates | Fees | Location | Apply |
|---|---|---|---|
| 07/07/2025 - 18/07/2025 | $3000 | Nairobi |
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| 14/07/2025 - 25/07/2025 | $5500 | Johannesburg |
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| 14/07/2025 - 25/07/2025 | $3000 | Nairobi |
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| 04/08/2025 - 15/08/2025 | $3000 | Nairobi |
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| 11/08/2025 - 22/08/2025 | $3500 | Mombasa |
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| 18/08/2025 - 29/08/2025 | $3000 | Nairobi |
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| 01/09/2025 - 12/09/2025 | $3000 | Nairobi |
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| 08/09/2025 - 19/09/2025 | $4500 | Dar es Salaam |
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| 15/09/2025 - 26/09/2025 | $3000 | Nairobi |
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| 15/09/2025 - 26/09/2025 | $3000 | Nairobi |
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| 06/10/2025 - 17/10/2025 | $3000 | Nairobi |
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| 13/10/2025 - 24/10/2025 | $4500 | Kigali |
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| 20/10/2025 - 31/10/2025 | $3000 | Nairobi |
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| 03/11/2025 - 14/11/2025 | $3000 | Nairobi |
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| 10/11/2025 - 21/11/2025 | $3500 | Mombasa |
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| 17/11/2025 - 28/11/2025 | $3000 | Nairobi |
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| 01/12/2025 - 12/12/2025 | $3000 | Nairobi |
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| 08/12/2025 - 19/12/2025 | $3000 | Nairobi |
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