Workshop Outcomes:
On completion of this workshop participants will be able to:

• Understand the stages that a customer goes through in forming perceptions about the quality of service they have received
• Develop knowledge and skills to develop strategies to influence customer perceptions and to satisfy their expectations
• Apply tools that will assist them with the development of skills to transfer knowledge and skills from the workshop to the workplace

Methodology:
Experiential workshop: practical application of tools to assist service providers with transfer of skills from workshop to workplace that will be utilised during the workshop and supplied on CD for post-workshop use.

Who should attend:
Any person involved in the provision of service on the frontline.