Managing Service Quality and Customer Satisfaction

Introduction

In this increasingly competitive world, customers are in a position to demand for ever 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.

This course studies Customer Service and Quality Management in order to help delegates systematically enhance and improve the levels of Customer Satisfaction they deliver in their organizations.

Objectives

By the end of this course, participants will be able to

• 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

Target Audience

All business professionals in customer-facing positions or with specific responsibilities for Service Quality and Customer Satisfaction

It will be especially valuable to those in specific customer service roles

Personnel new to the role, as well as more experienced officers seeking to examine and enhance their service quality and customer satisfaction skills

Management & Leadership Outline

The course covers the following topics:

Introducing Quality Management and Customer Services

• About the Course 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 organization

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

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
• Maximize the value you deliver
• Understanding different customer styles

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 Behaviors
• Understanding where Anger comes from
• Developing Emotional Intelligence

Making it happen

• A look at Quality Management Systems
• Producing a Plan of Action
• Improving Customer Satisfaction in 5 quick steps