Quality and Service Excellence

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Continuous technical support 101-250:
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Continuous technical support 501-1000:
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LMS fee 101-250:
LMS fee 251-500:
LMS fee 501-1000:
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Quality and Service Excellence
  • Training
14/05/2018
Add to Calendar
16/05/2018
Munich
  • Germany

About: 

Public transport companies must build a culture of service excellence in order to respond to the increasing and ever changing needs and expectations of customers and deliver a positive experience to them. Today commuters are facing multiple modal choice options as well the growing presence of on-demand mobility services. The key challenge for public transport operators and authorities is to deliver service excellence by meeting commuters’ ever-changing needs while excelling beyond their expectations.

This training programme will allow you to broaden your knowledge and understanding on the importance of service excellence and quality management, while outlining various key practices on maintaining an effective quality management system and demonstrating the use of a variety of advanced innovative technology to improve service quality.

The course aims at teaching on a multitude of aspects and combines theoretical learning, best practice and workshops allowing you to apply your learnings by conducting a “Service Quality Audit” in Munich’s public transport system.

Learning Objectives

  • Broaden your knowledge and perspective on quality and service excellence by learning and sharing experience with professional leaders
  • Learn to build a culture of service excellence to achieve customer satisfaction
  • Outline the key practices required to maintain a service quality management system
  • Understand how new technology and digitalisation helps for service excellence 
  • Learn from local operators and authorities on best practices

Target Audience

  • Professionals new to the field of service quality
  • Internal quality auditors
  • Operations managers
  • Staff from customer relations department
  • Staff from transport authorities in charge of regulating the service quality of public transport

Methodology

  • Get inspired by our trainers, understand the main aspects of quality and service excellence and learn from successful best practice
  • Participate to interactive plenary sessions with introduction by course leaders, presentation by the trainer and open discussion with participants
  • Challenge your practical knowledge in this professional field
  • Address the topic from an international perspective, enriched by different cultural approaches and points of views
  • Participate to workshops and a field visit allowing you to apply on a concrete case the main principles and tools learned
  • Benefit from a unique exchange of knowledge and experience between professionals

Inspiring Trainers

Our skillful trainers are international experts and professionals with extensive experience and knowledge in Quality and Service Excellence

Our lead trainer will be:

Other trainers will be confirmed soon. 

 

Speakers: 

Kaan Yildizgöz, Director of UITP Training

 

Programme: 

Day 1

Introduction & Inspirational speech

Current trends and customer expectations

Service quality management: Service Industry - Service Quality Loop- Expected, targeted, delivered & perceived service quality - Moments of Truth – Passenger Activity Cycle - EN 13816 Public Transport Service Quality Standard - Service Quality Criteria

Creating an end-to-end customer experience and quality of service: Customer experience is the customers’ engagement with an organisation across all touch points of their end to end journey. This includes the core service – getting from A to B reliably and safely - and other interactions they have as part of their journey (e.g. customer information, staff, the built environment, cleanliness, ease of buying a ticket, accessibility, etc.). The customer experience also includes all interaction points besides travelling, in particular before and after the journey, when planning your journey, the running of campaigns etc. The operator’s or authority’s ability to provide a positive customer experience across all of these touchpoints is integral to ensuring loyalty and trust with the organisation and enhance its reputation.

Accessibility, Signage & Wayfinding: Dealing with Ageing Societies

Day 2

Human resources and workforce strategies for service excellence and frontline staff training: Service excellence does not exist without engaging with employees: only a satisfied employee can make a satisfied customer. Hence effective human resource and workforce strategies are crucial to achieve service excellence. Such strategies are made up of a number of key elements which can enhance the service model and which will be discussed in this session: hiring the right people and ensuring diversity, training frontline staff and “service champions”, empowerment, rewarding, customer-first culture, anchoring a culture with values and code of behaviour etc.

Customer service from an authority’s perspective: The use of contracts and incentives: The role of a transport authority (PTA) differs widely from one city to another, but in many cases PTA’s play a crucial role in defining the nature of the services and their levels of quality. Whether services are tendered or not, PTA’s can use contracts and incentives to stimulate a strong culture of customer centricity within operating companies by prescribing measures to be implemented and monitoring their effectiveness. This session will look at an example of best practice from a transport authority’s perspective and more particularly how contracts and incentives can be successfully used to ensure that operators provide high levels of service quality.

The use of new technology, digitalisation and big data to improve service quality: This session will look into the use and impact of new technologies, which open up new perspectives in the service excellence is provided. Large amount of customer or operational data is available through crowd sourcing, social media, and smart device interactions. This exponential growth in data has opened new opportunities but at the same challenged business organisations on four fronts - Volume, Velocity, Veracity and Variety. The techniques to bring this data together and organise them in a Big Data Analytics framework can lead to higher customer service.

Service Quality Management: Measurement, Monitoring, Complaint management system

This session will look into the three main tools used to measure and monitor quality: Customer Service Surveys (CSS), Mystery Shoppers Surveys (MSS) and complaint management systems.

Day 3

Field visit and workshop: Day 3 consists of a field visit which will allow participants to visit the different types of public transport modes in Munich and conduct a “Public transport service quality audit” in the city (with the use of guidelines). The participants will be divided into groups for the visit and gathered back into plenary for the conclusions.

Registration: 

19% VAT excluded

Until 19/03/2018

After 19/03/2018

Member

1210 €

1610 €

Member « developing nations »*

885 €

1175 €

Non-member

1635 €

2170 €

Non-member « developing nations »*

1095 €

1465 €

Group UITP Member (4 or +)

1130 €

Group UITP Member (4 or +) « developing nations »*

830 €

Group UITP non Member (4 or +)

1520 €

Group UITP non Member (4 or +) « developing nations »*

1020 €

* Participants from developing nations benefit from a special discount. Check here the list of eligible countries.

To register a group of 4 persons of more from the same organisation, please contact us: sunita.kelecom@uitp.org - Tel: +32 2 663 66 57

Participation fees include:

  • Training instruction
  • Lunches and coffee breaks
  • All training documents: Binder including all presentations and supporting documents; Access to all training material via UITP's electronic library Mobi+ (after the training)

Groups generally consist of 25 participants and are limited to about 30 in order to increase the learning experience and interaction during the programme. Places allocated on a first-come, first-served basis.

Terms and Conditions

Please download our Terms and Conditions here.

Contact Person

Sunita Kelecom, Training Assistant, UITP Centre for Training, sunita.kelecom@uitp.org, Tel: +32-2-663 66 57

Practical information: 

Training Venue

EU Business School Munich
Theresienhöhe 28
80339 Munich

Metro Stop: Poccistrasse U3 or U6 / Bus n°62 - Stop: Hans-Fischer-Strasse

Accommodation

Participants are responsible for making their own hotel reservation.

Hotels nearby the training venue - soon available!

Speakers: 

Kaan Yildizgöz, Director of UITP Training

 

Partners: 

This training programme is kindly hosted by EU Business School Munich

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