The training is intended for professional development purposes and the certificate received does not replace the MYK authorization certificate required for trainings that require an MYK authorization certificate.

Service Behavior and Quality Training Program

The Service Behavior and Quality Training Program teaches service behaviors aimed at increasing customer satisfaction, delivering quality service, and understanding professionalism. Participants develop effective communication and customer-focused service skills.

1. Fundamentals of Service Behavior

• Professional service behaviors

• Understanding customer expectations

• Communication and interaction skills

• Developing a customer-focused approach

2. Quality Standards and Service Quality

• Definition and importance of service quality

• Setting quality standards

• Key points for delivering quality service

• Methods to continuously improve service quality

3. Effective Communication and Customer Relations

• Effective communication techniques

• Listening and empathy skills

• Handling negative situations

• Managing customer complaints

4. Communication with Difficult Customers

• Types of difficult customers

• Managing customer dissatisfaction

• Conflict resolution techniques

• Stress management and emotional control

5. Customer Satisfaction and Feedback

• Measuring and analyzing customer satisfaction

• Collecting and evaluating feedback

• Improving service based on customer feedback

• Building customer loyalty

6. Personal and Professional Development

• Building self-confidence

• Time management and organizational skills

• Personal responsibility and professionalism

• Continuous learning and development

The training is open to institutional collaborations (package for institution/company legal entities), and individual applications are not accepted. The training content can be reorganized according to your institutional participant profile and needs. As a result of mutual discussions, the scope and method of the training (face-to-face / online) are determined and the relevant processes are completed. In case of mutual agreement, the date, time, and location of the training are planned in line with the availability of your institution’s participants and our instructors.