Public Sector - Service Delivery and Workplace Communication

Australian Institute of Management SA
Adelaide, SA, Australia

Course Format: Classroom | E-learning | Virtual Class | Online/Live | On-site/In-house | Blended | Self-paced

Course Description:

'' Every organisation has the opportunity to provide exceptional internal and external service �but very few do. Government agencies are placing a stronger emphasis on improving service standards. Whether the customers are internal or external, high level service standards involve high level communication skills and are being trained in, measured and rewarded. This program gives participants an opportunity to evaluate agency service strategies and assess service practices.

Content
Service standards
Creating a customer focused organisation
Understanding and designing service strategies
Internal customer service
Service improvement strategies
Dimensions of customer service
Service level agreements
Methods of collecting service information
Workplace communication and behaviours which impact service levels

Learning Objectives
Identify internal and external client requirements
Support implementation of service strategies
Evaluate and report on service levels
Develop behaviours to enhance working relationships
Use effective communication techniques and skills
Value and promote diversity
Give and receive appropriate directions and instructions
Manage effective workplace meetings
Make effective and professional presentations

...''

Elements of this syllabus are subject to change.

Phone:08 8241 8000

School Address/Venue(s):

Centre for Management Development
180 Port Road
Hindmarsh
South Australia 5007

Jobs & Resumes: Adelaide
Houses & Roommates: Adelaide
Travel Agencies: Adelaide

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