Quality and Service Excellence

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LMS fee 251-500:
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Set-up and system administration 251-500:
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Quality and Service Excellence
  • Training
14/05/2018
Add to Calendar
16/05/2018
Munich
  • Germany

About: 

See our next course on Quality and Service Excellence in Dubai

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:

The other trainers will be:

  • Antti Vuorela, Head of Operational Research Group, Public Transport Planning Department, Helsinki Region Transport
  • Marius Macku, Senior Associate, Public Policy & Government Relations, EU at Uber, Brussels, Belgium
  • Sampsa Laine, CEO, Data Rangers, Helsinki, Finland
  • Matthieu Pelletier, Project Manager, Group Customer Direction, Transdev, Paris, France

 

Speakers: 

Kaan Yildizgöz, Director of UITP Training
Antti Vuorela, Head of Operational Research Group, Public Transport Planning Department, Helsinki Region Transport, Finland
Marius Macku, Senior Associate, Public Policy & Government Relations, EU at Uber, Brussels, Belgium
Sampsa Laine, CEO, Data Rangers, Helsinki, Finland