Course Title: QUALITY SERVICE DELIVERY WORKSHOP

QAP 001
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Rationale

 Modern organizations now recognize the importance of growing and profiting through superior service delivery. This realization has been accentuated by rapid technological advancement and increasing competition. Customers expect excellent service delivery. 

This workshop is designed to equip participants with the requisite skills and knowledge for quality service delivery.

Programme Objectives

 At the end of the workshop, participants will be able to:

·         develop effective service culture;

·         evaluate  the  impact  of  employees’ behaviour on service delivery;

·         articulate effective customer-driven strategies;

·         develop skills for competitive edge; and

apply relationship management skills in enhancing service delivery

Programme Outline

        Overview of Quality Service Delivery

       Dimensions of Quality Service Delivery

       Understanding the Service Triangle in Quality Service Delivery

       Roles and Responsibilities of Stakeholders in Service Delivery

       Measuring and Rewarding High Service Performers in Organizations

       Strategies for Delivering Quality Service

       Customer Profiling and Engagement

       Relationship Management

       Quality Performance Indicators

       Service Delivery Evaluation

       The Role of ICT in Service Delivery

Delivery Method

 Lectures, discussions, syndicate work, case studies and exercises. Audio-visual aids will be used to reinforce these learning methods.

Target Group :

 Service Providers, Managers and Officers in public and private organizations.

Mode of Assessment for Certification :

 100 per cent attendance/ active participation.

Fee :

N75,000.00

First Run Information :

Duration: 5Days

Date: July 10 14, 2017

Venue: CMD Training Complex, CMD Road, Shangisha, Lagos

Fee: N75,000.00

Contact Person: Marian I. Iguza (Miss)

Tel: 08023633671

E-Mail:

Second Run Information :

Duration: 5Days

Date: September 18 22, 2017

Venue: CMD Corporate HQ, 48 Agadez Street, Off Aminu Kano Crescent, Wuse II, Abuja

Fee: N75,000.00

Contact Person: Habibu Hauwa

Tel: 08036781525

E-Mail:

Third Run Information :

Duration: 5Days

Date: August 21 - 25, 2017

Venue: 131, Udo Umana Street, Uyo, Akwa-Ibom State

Fee: N75,000.00

Contact Person: Marok H. P

Tel: 08052310508

E-Mail: phmarok1997@gmail.com

Fourth Run Information :

Duration: 5Days

Date: July 24 28, 2017

Venue: CMD South East Zonal Office, (Wesley Computer Building), No. 289, Okigwe Road, Orji-Owerri, Imo State

Fee: N75,000.00

Contact Person: Zonal Coordinator

Tel: 07031802799

E-Mail: obichuma@yahoo.com

Fifth Run Information :

Duration: 5 days

Date: July 3 - 7, 2017

Venue: CMD Zonal Office, Naka Road, After Our Ladies of Perpetual Light Catholic Church, By Grams School, Makurdi, Benue State.

Fee: N75,000.00

Contact Person: Zonal Coordinator

Tel: 08035117766; 08057410111

E-Mail: relebesunu@yahoo.com