Excellence in Service

Introduction

Addressed to all people directly involved with external customer and all members of the customer-provider chain.

Goals

Attendants will:

• Learn the new global environment characteristics and the need to improve service quality in to remain in competition.
• Be able to differentiate between products, services and their relationship.
• Be sensitive about the necessity of focusing efforts on customer satisfaction.
• Learn about some successful model firms.
• Develop the ability to start their own quality programs.
• Acquire the knowledge that will help to establish a service-oriented firm.

Duration

Eight hours.

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