Achieving Service Excellence

Course Objectives

The training focuses on client expectations and needs, exploring optimal approaches to client communications and service provision. The primary goal is to familiarize participants with best practices to drive service excellence, identify any current gaps and propose a way forward to address them.

The learning objectives are:

• Analyze how customer service is a choice shaped by behavior
• Communicate to connect with customers, developing further interpersonal skills
• Assess problems and identify solutions to common customer interactions
• Apply techniques to deal with difficult customers
• Develop a customer service set of values to become the trusted partner 
• Improve the ability to support customers effectively

Target audience

UN service provider staff at all levels, working in client support and service delivery functions

REMARKS

Duration & format: 2 half day sessions, one week apart, in-person

Dates: TBD (planned for the week of 5th and 12th December)