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As Director, Customer Care of Fidelity Bank, I have the pleasure of recommending Ruth and Raul of the Quality Service Institute to your organization.
Fidelity Bank’s Agenda to improve customer care bank-wide led us to contract Quality Service Institute led by Ruth and Raul for this purpose. We found their approach to the “ Feelings” training practical and exceptionally enlightening.
Due to the positive effects that we have begun to observe throughout our company. I have no reservations about recommending the above individuals and the “Feelings” Training to all.
We find the Feelings training and Quality Service Institute’s Methodology extremely beneficial to any organization whose aim is to establish a positive service culture.
We discovered Quality Service Institute at a time where our organization was desperate for a cultural shift. Excellent client service had become increasingly important in our industry and we needed to source the know-how and expertise from leaders in the field.
Ruth and Raul thus came on the scene like a breath of fresh air; with their wide selection of offerings in terms of videos, research material and standard training programmes on the subject of providing quality service, any organisation adapting these tools was guaranteed to succeed.
And indeed, we have seen tremendous improvement in our delivery of client service ever since we embarked on a year-long training with the material that Ruth and Raul supplied. It is for this reason that we would not hesitate to recommend the Quality Service Institute for any organisation looking for a turnaround; a rapid improvement in the quality service delivery of their staff and the inevitable company growth that would accompany this.
Cal Bank Ltd as part of its strategy to provide excellent service to its cherished clients requested Quality Service Institute (QSI) to train its frontline staff on service excellence.
This programme was largely successful due to the professionalism with which QSI executed the training.
I would therefore highly recommend the services of QSI in the area of achieving excellence.
Delivering quality and exceptional customer service to our valued customer is an obligation and not an option for employees of Glomobile Ghana Customer Care. As an organization that places a lot of emphasis on human capital development, we acquired a set of training videos from Quality Service Institute to augment the teaching and training requirements of our staff in the Customer Care Department.
As part of our training and development plan for 2013, we engaged our front and back office staff in a series of workshops and seminars using the training videos we acquired. The benefits of the knowledge and skills acquired by our staff from use of these training and development resources were overwhelmingly evident in the significant improvements in our quality assessment survey/scores.
We will not hesitate to engage QSI in our future training, learning and development requirements for our staff at Glomobile Ghana Customer Care.
We had several of our client service staff members attend Quality Service Institute’s ‘FEELINGS’ Workshop on customer service. It encouraged them to deliver even better customer service to our customers. Immediately after the first session; there were obvious changes in my staff, both in the way they deal with customers, and in their communication with co-workers and supervisors. Simple things like a smile in the hallways of our facilities are now common.
The staff found the Facilitators to be pleasant; they were listened to and made to feel good about themselves. The workshop in their view was interactive, informative and educative as well as entertaining, and memorable.
The questions in the participant book, which they were all given for keeps, were thought-provoking and led to vivid discussions where everyone was encouraged to get involved in.
Feelings is a great programme. I recommend it to all companies in Ghana because its focus extends to both internal (i.e. co-workers) and external customers.