• QUALITY CUSTOMER SERVICE
• SERVICE STANDARDS DEVELOPMENT & IMPLEMENTATION
• COACHING ON QUALITY CUSTOMER SERVICE
• QUALITY CUSTOMER SERVICE. MASTER COURSE
• PERSONAL SERVICE: INDIVIDUAL APPROACH TO CUSTOMER
• EFFECTIVE CALL-CENTRE
• ESSENTIAL BUSINESS WRITING
• BUSINESS ETIQUETTE
• STRESS MANAGEMENT
• CONFLICT MANAGEMENT
• EFFECTIVE SECRETARY
• EFFECTIVE COMMUNICATION WITH INTERNAL CUSTOMERS
• RAINBOW OF SUCCESS
• SERVICE STANDARDS KNOWLEDGE TESTING
• MYSTERY CUSTOMER

SERVICE STANDARDS KNOWLEDGE TESTING

WHEN DO ORGANISATIONS INVOKE PERSONNEL ASSESSMENT?

•   Existing diverse product range

•   Introduction of changes in the business processes, or new products

•   Regular customer consulting

•   Pre- and post-training knowledge testing and collation

•   Need to compile and implement realistic training/development plans

•   Motivation tool for staff to develop and acquire knowledge

•   Instrument to improve workforce performance quality

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STI SERVICES IN THE SPHERE OF WORKFORCE KNOWLEDGE TESTING

• Predesigned knowledge tests on key competency areas (pre- and post-training testing and collation)

• Development of tailored knowledge tests in any layout and question format

• Test data processing system for remote testing events

• Remote testing service accessible to any number of participants (or groups) in any geographical location

• Test data processing and provision of individual and consolidated group reports

• Provision of executive conclusive performance reports and customer recommendations on improvement of knowledge levels across the organisation or in a single business unit

• Delivery of training programmes to the effect herewith

KEY VALUABLE FEATURES OF STI’s KNOWLEDGE TESTS

• Choice of six (6) question types

• Option to integrate video clips, images and tables into the question body

• Option to protect test data with personal access password

• Random question sequence

• Option to configure allowed attempts limit

• Option to configure time limit

• Option to group users according to the organisation chart

• Invitations and access links delivered to the participants by e-mail

• Configuration and definition of test questions assessment criteria

• Selection of diverse report sets, option to export and convert into different file formats