CATEGORY 4: Clients Service Charters

Customer Satisfaction is pivoted on expectations of customers. It is therefore of paramount importance that every organisation commits to providing services that meet or, better still, exceed those expectations. These commitments should be documented in a Clients Service Charter, which must be shared with the entire workforce to ensure that each employee is obligated to fulfill his or her role in the service value chain; thereby resulting in excellent service performance. The Charter specifies the standards of the services that the organisation is committed to provide to users and pledges that all employees will fulfill their performance obligations. Therefore, the standards must be set professionally to avoid ‘false promises’. Since the Charter is a living documents, it should be updated from time to time in sync with changes in the environment. 

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HOW TO DESIGN, MANAGE AND REVIEW A CLIENTS SERVICE CHARTER

This course will empower employees to develop, manage and review Clients Service Charters that 'work’. 

 

Who should attend  

Employees at all levels, that are involved in the Clients Service Charter; and, those that are planning to develop a Charters for their organisation(s).

 

How participants will benefit

By the end of the Course, participants will be able to develop, implement, manage and review a Clients Service Charter.  In addition, for those that have the Charters in place already, participants will be able to assess the effectiveness of Charters that are already operational and formulate a plan of action for reviewing the charter, for their organisations.  Participants will draft a Clients Service Charter and a Strategy for implementing, managing and reviewing the Charter.

 

Course Contents

1. Introduction to Client Service Charter
2. Foundational Guidelines for Making Your Charter Work
3. Guidelines for Setting up a Charter
4. How to Effectively Engage Internal and External Customers in the Charter
5. Skills for Setting Effective Service Quality Standards
6. Effective Skills for Monitoring and Reviewing a Clients Service Charter

 

Mode of Delivery: Physical.  Adult training methods used

Duration: 1 weeks; Mondays to Fridays, 9am-5pm

Fees: Covers tuition fees; training materials; 2 tea-breaks and buffet lunch

Code: CSC