Day 16 Hours
Foundations of Customer Service Excellence
Learning Objectives
By the end of this day, participants will be able to:
- 1Define customer service excellence and its importance
- 2Identify the key factors that shape customer expectations
- 3Apply the RATER model to evaluate service quality
- 4Demonstrate professional presence and positive first impressions
- 5Recognize the connection between Rwandan cultural values and service excellence
Sessions
Session 1.1Lecture
Welcome and Introduction
90 minutes
Video
Session 1.2Lecture
Understanding Customer Expectations
90 minutes
Video
Session 1.3Activity
The Service Mindset
60 minutes
Video
Session 1.4Activity
First Impressions and Professional Presence
90 minutes
Video
Session 1.5Review
Day 1 Review and Reflection
60 minutes
Video