Setting Standards & Service Level Agreements


The aim of this workshop is to equip you with the skills and confidence to successfully set service standards and develop service level agreements (SLAs) for your organisation

Who should attend?

Anyone who wishes to enhance the service they provide by developing service standards and service level agreements


By the end of the workshop you will be able to:

• Generate and utilise customer feedback to help you develop service standards
• Set and gain buy in to service standards
• Apply best practice when writing service level agreements
• Generate ownership of service standards and SLAs amongst service providers
• Use service standards and service level agreements as a means of identifying and implementing service improvements

Course Overview:

• Utilising customer satisfaction feedback to generate service standards
• The process of standard setting
• Gaining buy-in
• Service level agreements - when and how they can be used
• Best practice tools and techniques for service level agreements
• Using SLAs and service level agreements to develop service improvement plans
• Action planning

Style of the Course:

The course is highly active and participative. During the workshop participants undertake activities, exercises and discussions to help them put what they learn into practice

Course Length:

One day Workshop 09.00 to 17.00 with an hour for lunch.

We can run this course for you in-company at favourable rates for 4 or more people. Please contact us on 01628 526535 or email us.

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