Background“Studies have shown that dissatis ed customers do not complain to companies when they receive poor service, they just do not return (90%) in the future” – Clark, 2005

Customer service is the cornerstone of a solid and thriving business. A potential customer’s perception of any company is judged from a wide range of organization standing. Further, customer satisfaction represents a modern approach for quality in enterprises and organizations and serves the development of a truly customer-focused management and culture. For an organization to be successful in Service Excellence, an understanding of customer perceptions and expectations is deeply required. Each sta , thus, needs the skills to excel in addressing these perceptions and expectations in the eyes of clients consistently. Organizations with a focused awareness of customer’s expec-tations and perceptions have made a deliberate paradigm shift to build up a customer service models that are yielding results. Such models have been researched and awarded by excellence award bodies. In this training we shall focus on one such model as a best practice in customer service.

It is agaisnt this background that the RS Management Services is happy to organize this 1-day training on Best Pracices in Service Delivery open to the public institutions, private and non-state actor organizations. The training shall focus on the principles of service excellence as away of adding value. Some key principles to be discussed include: Cus-tomer Intelligence; Operational E ectiveness and Service Excellence Best Practice among others.

This shall be a 1-day deep mind-engaging and particpatory training, in which the partici-pants will discover how a well-organized service model can systematically deal with poor customer experience encountered by the customers in the day-to-day encounter with the organisation instruments. “Studies have shown that dissatis ed customers do not complain to companies when they receive poor service, they just do not return (90%) in the future” – Clark, 2005

Course Objectives

This training will help individuals and organizations they represent to gain an insight of what it takes to build an organization sensitivie to customers perception and expecta-tions.

Customer service is the cornerstone of a solid and thriving business. A potential customer’s perception of any company is judged from a wide range of organization standing. Further, customer satisfaction represents a modern approach for quality in enterprises and organizations and serves the development of a truly customer-focused management and culture. For an organization to be successful in Service Excellence, an understanding of customer perceptions and expectations is deeply required. Each staff, thus, needs the skills to excel in addressing these perceptions and expectations in the eyes of clients consistently. Organizations with a focused awareness of customer’s expectations and perceptions have made a deliberate paradigm shift to build up a customer service models that are yielding results. Such models have been researched and awarded by excel-lence award bodies. In this training we shall focus on one such model as a best practice in customer service.It is agaisnt this background that the RS Management Services is happy to organize this 1-day training on Best Pracices in Service Delivery open to the public institutions, private and non-state actor organizations. The train-ing shall focus on the principles of service excellence as away of adding value. Some key principles to be discussed include:

Customer Intelligence: Operational Effectiveness and Service Excellence Best Practice among others.This shall be a 1-day deep mind-engaging and particpatory training, in which the participants will discover how a well-organized service model can systematically deal with poor customer experience encountered by the customers in the day-to-day encounter with the organisation instruments. Course ObjectivesThis training will help individuals and organizations they represent to gain an insight of what it takes to build an organization sensitivie to customers perception and expectations.At the end of the training, all the participants are expected to:• Know what perception and expectation means to a customer • Comprehend how an organization can develop a service excellence model• Apply service Excellence Best Practice to boost customers’ experience

Course Outline• The Meaning of Customer Service• Customer Service Expectation and Perception • Principles of Service Excellence• Service Excellence Best Practice

“Studies have shown that dissatis�ied

customers do not complain to companies

when they receive poor service, they just do

not return (90%) in the future” – Clark, 2005

Training Methodology and Approach: This training will employ practical approach practices and make use of adult-learning principles. It will avoid traditional teaching and lecturing methods but rather embrace participatory methods including case studies, discussions, presentations and brainstorming.

Target Group: All officers dealing with customers, heads of departments, team leaders, managers, and front office personnel

RS MANAGEMENT SERVICES CUSTOMER CARE BEST PRACTICES SEMINAR

BEST PRACTICES IN CUSTOMER CAREA Service Excellence Model

OUR OFFICESHead office:Haidery Plaza, 1st Floor, P.O.Box 12726, DAR ES SALAAM, TANZANIA.Tel. +255222127496, Hotline +255767500049., Fax: +255 22 2120260Email: info@rsmanagement.co.tzwww.rsmanagement.co.tz

Customer service is the cornerstone of a solid and thriving business. A potential customer’s perception of any company is judged from a wide range of organization standing. Further, customer satisfaction represents a modern approach for quality in enterprises and organizations and serves the development of a truly customer-focused management and culture. For an organization to be successful in Service Excellence, an understanding of customer perceptions and expectations is deeply required. Each staff, thus, needs the skills to excel in addressing these perceptions and expectations in the eyes of clients consistently. Organizations with a focused awareness of customer’s expectations and perceptions have made a deliberate paradigm shift to build up a customer service models that are yielding results. Such models have been researched and awarded by excel-lence award bodies. In this training we shall focus on one such model as a best practice in customer service.It is agaisnt this background that the RS Management Services is happy to organize this 1-day training on Best Pracices in Service Delivery open to the public institutions, private and non-state actor organizations. The train-ing shall focus on the principles of service excellence as away of adding value. Some key principles to be discussed include:

Customer Intelligence: Operational Effectiveness and Service Excellence Best Practice among others.This shall be a 1-day deep mind-engaging and particpatory training, in which the participants will discover how a well-organized service model can systematically deal with poor customer experience encountered by the customers in the day-to-day encounter with the organisation instruments. Course ObjectivesThis training will help individuals and organizations they represent to gain an insight of what it takes to build an organization sensitivie to customers perception and expectations.At the end of the training, all the participants are expected to:• Know what perception and expectation means to a customer • Comprehend how an organization can develop a service excellence model• Apply service Excellence Best Practice to boost customers’ experience

Course Outline• The Meaning of Customer Service• Customer Service Expectation and Perception • Principles of Service Excellence• Service Excellence Best Practice

Date and Venue:

Deadline of application:

Seminar Costs:

Friday 31st August 2012 at the Dar-es-Salaam International Conference Centre from 0800 hrs – 1630 hrs.

All participants to register by Wednesday 29th August, 2012 by 1700hrs.

TZS 230,000 inclusive of seminar materials, certificates, venue costs, lunch and tea-breaks only.

Training Methodology and Approach: This training will employ practical approach practices and make use of adult-learning principles. It will avoid traditional teaching and lecturing methods but rather embrace participatory methods including case studies, discussions, presentations and brainstorming.

Target Group: All officers dealing with customers, heads of departments, team leaders, managers, and front office personnel

RS MANAGEMENT SERVICES CUSTOMER CARE BEST PRACTICES SEMINAR

TIME TASKS RESPONSIBLE

0800 - 0830 Arrival at the training venue RS Officials & Training Participants

0830 - 0900 Registration & Official Opening of the Training

RS Officials & Participants

Introduction of Training Training Consultant 0900 - 1030

Meaning of Customer Service Training Consultant

1030 - 1100 Tea-Break All

Management Skills Practice: Effective Listening Skills Measurement

Facilitators

The Service Excellence Model Training Consultant 1100 - 1300

Management Skills Practice: Customer Perception Model

All Participants

1300 - 1400 Lunch Break All

1400 - 1500 Management skills Practice : How to Measure Customer satisfaction (Customer Intelligence)

All Participants

15 00 -1600 Service Excellence Best Practice All Participants

1600 - 1630 Training Evaluation, issuance of Certificates, Group Photo and Tea Break

All Participants

!For more information Contact: