Understanding the Optimus Service Excellence Model and the organisation’s, department’s and individual’s role and responsibility in meeting the criteria.
Understanding the approach, requirements and process of the Optimus Service Excellence assessment system.
Monitoring and measuring performance and maintaining records..
Exceeding visitor expectations through the consistent provision of excellent service.
Developing the organisation’s Service Promise and empowering every employee to deliver on this promise
Setting, communicating, implementing, monitoring, assessing and reviewing standards that impact on the customer’s perception of the organisation.
Understanding
and applying the concepts of the “Service
Journey” and “Moments of Truth”.
Understanding
and applying the Internal Customer/Supplier concept
as a service improvement tool.
Developing
effective selling skills.
Developing
complaint handling and service recovery skills.
Prior to commencement, a pre-joining assessment will be conducted in order to establish the readiness of the organisation for the programme. The total cost of implementing the Service Excellence programme is €3,000.00 and
this will be payable to Fáilte Ireland
in two phases. This fee includes;
Guidance and support of a mentor to the coordinator and management team
1 day Foundation Day (meetings/sessions with GM, coordinator, in-house trainers)
1 day Management Standards Workshop (training up to 16 managers)
1 day Management Action Workshop (training up to 16 managers)
4 X ½ day Employee Workshops (training up to 20 employees per workshop)
On-site Progress Review
Action Workbook and Employee Workbook
Fáilte Ireland Optimus Service Excellence CD-Rom: Action Workbook, Employee Workbook, templates and case studies
Workshop PowerPoint presentations and leader guides available on USB
