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Course Outline
Day 1: Introducing Quality Management and Customer Services for Government
- Overview of Quality Management
- Historical Context of Quality in Business Operations
- Fundamental Concepts of Quality
- Understanding Customer Needs and Expectations
- Calculating the Total Cost of Quality
- Managing Customer Satisfaction as a Perceptual Outcome
- Setting Realistic Customer Expectations
- Addressing Internal Perceptions to Enhance Service Delivery
- Building Stronger Relationships with Customers to Understand Value
- Identifying and Meeting Customer Needs and Expectations
- Leadership Commitment to Quality at the Highest Levels of the Organization
Day 2: Service Quality Tools & Techniques for Government
- Five Key Steps to Effective Quality Management
- Initiating with Measurement and Data Collection
- Implementing Methods of Control and Oversight
- Emphasizing Continuous Improvement
- Service Quality Tools and Techniques for Government
- Utilizing Integrated Quality Management Systems
- ISO Standards
- Balanced Scorecard Methodology
- Six Sigma Approach
- Conducting Surveys and Questionnaires
- Applying Pareto Analysis
- Nominal Group Technique for Decision-Making
- Cause and Effect Analysis to Identify Root Causes
- Solution Effect Analysis for Problem Solving
- Using Selection Grids for Evaluating Options
Day 3: Managing Customer Expectations in Government Services
- Consistently Exceeding Customer Expectations
- Strategies to Identify and Meet Exceeding Expectations
- Focusing on Small Improvements for Significant Impact
- Soliciting Feedback to Enhance Performance
- Ongoing Evaluation to Ensure Continuous Satisfaction
- Maximizing the Value Delivered to Customers
- Recognizing and Adapting to Different Customer Styles
Day 4: People Skills for Delivering Excellent Customer Service in Government
- Revisiting Basics of Effective Communication with Customers
- Identifying and Understanding Listening Styles
- Techniques for Building Rapport with Customers
- Developing Influencing Skills
- Employing Persuasion Techniques
- Managing Interactions with Difficult Customers
- Understanding Customer Behaviors and Reactions
- Exploring the Origins of Customer Anger
- Cultivating Emotional Intelligence in Service Delivery
Day 5: Operating Virtually and Implementing Strategies for Government
- Best Practices for Utilizing Social Media for Government Services
- Masterclass on Search Engine Optimization for Government Websites
- Applying the Tools, Models, and Techniques in Two Case Studies
- Real-Life Case Study Analysis (in Small Teams)
- Application to Your Own Work Context (in Same-Company Groups or Individually)
- Developing a Plan of Action for Implementation in the Office
- Five Quick Steps to Improve Customer Satisfaction
35 Hours
