Arts Of Above The Expected Service

Start Date: 10/05/2016

End Date: 12/05/2016

Program Duration: Three days

Language: Arabic

Course Provider: Reyada Group

Program Objective

  • Awareness and help the customer service staff to the application of the basic principles for the delivery of government services and the development of quality.
  • Identify the different categories of customers and their characteristics and to understand their needs and expectations associated with the service.
  • Standards of service in the federal government.
  • Viewing model to the customer and public service experience with the track and the main engines that affect the level of satisfaction.
  • Identify customer charter, and to provide a uniform set of service standards.
  • Communication to the principles of customer service.
  • Identify the concept of corrective action and how to deal with customers.
  • The five joint steps to deal with a difficult client satisfaction.
  • Guidelines to solve customer problems.
  • Continuous improvement to maintain quality of the service and work to raise the level of service

Program Description

The program addresses these main themes:

  • The six steps of the methodology for the development of government services.
  • The main stages of the process of assessing service delivery centers.
  • Sorted by eight axes and twenty-four elements.
  • Associated with the degree of maturity and the evaluation of the four stages.
  • Requirements for obtaining a seven-star rating.

Target

  • Customer service staff.
  • Managers of customer service centers.
  • Administrators.