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Overview ?

INTRODUCTION

In this increasingly competitive world, customers are in a position to demand forever increasing levels of service and quality. Rather than simply react to their demands, successful companies are proactive in the way they manage quality and continuously seek to improve levels of customer satisfaction.

In this programme, you will:

Learn about Customer Service and Quality Management Tools
Learn how to improve Customer Satisfaction
Improve your people skills
Learn how to proactively manage and control expections

WHO SHOULD ATTEND?

All business professionals in customer facing positions or with specific responsibilities for Service Quality and Customer Satisfaction
Personnel new to the role, as well as more experienced officers seeking to examine and enhance their service quality and customer satisfaction skills

PROGRAMME OBJECTIVES

Describe how to use Quality Management tools and methods
Build strong customer relationships
Help influence and set customer expectations
Measure their own degree of customer focus and be able to apply a variety of methods to get closer to the customer
Implement improved people skills to enhance customer service
Improve service to internal customers as well as external customers
Use skills to build effective relationships

TRAINING METHODOLOGY

The programme will be highly participative and will include a wide range of methods including presentations, discussions, videos, case studies and exercises. Where appropriate, these will include real issues brought to the programme by delegates.

PROGRAMME SUMMARY

After completing the programme, delegates will be equipped with the tools, models, skills and confidence to improve and enhance current practices, develop new processes and monitor their success.

This programme will help delegates become customer service champions and equip them with the appropriate confidence, skills and tools to turn any department into a world class service provider and the envy of all other internal customers.

PROGRAMME OUTLINE

DAY 1 – Introducing Quality Management and Customer Services

Introduction to Quality Management
The history of Quality in business
Basic Quality concepts
What is it that Customers want
How can we calculate the total cost of Quality
Customer satisfaction is a perception and can be managed
Setting customer expectations
Changing internal perceptions
Getting closer to customers
Understanding customer needs and expectations
Commitment starts at the top of the organisation

DAY 2 – Service Quality – Tools and Techniques

Five steps to Effective Quality Management
Beginning with measurement
Then we need methods of Control
Continuous Improvement
Service Quality Tools and Techniques
Questionnaires
Pareto Analysis
Nominal Group Technique
Cause and Effect Analysis
Solution Effect Analysis
Selection Grid

DAY 3 – Managing Customer Expectations

Exceeding customer expectations every time
Determining how to exceed expectations
It’s the little things that matter – increased satisfaction at minimal cost
Asking for feedback on performance
Ongoing evaluation of effectiveness to ensure satisfaction
Maximise the value you deliver
Understanding different customer styles

DAY 4 – People Skills to Deliver Excellent Customer Service

Back to basics – communicating with our customers
Identify Listening Styles for you and your customer
Building Rapport
Influencing skills
Persuasion techniques
Dealing with Difficult Customers
Understanding Customer Behaviours
Understanding where Anger comes from
Developing Emotional Intelligence

DAY 5 – Making it happen

A look at Quality Management Systems
ISO, Balanced Scorecard, Six Sigma
Producing a Plan of Action
Improving customer Satisfaction in 5 quick steps

Day 1

Day 2

Day 3

Day 4

Day 5

Training Methodology

Managing Service Quality and Customer Satisfaction (Certified Customer Management Specialist)

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