Customer Management Specialist (Managing Service Quality and Customer Satisfaction)
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
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
- Marketing professionals looking for a compelling strategic edge in the market
- Team leaders looking to relate to their teams and to higher management
OUTLINE
- 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 value
- Understanding customer needs and expectations
- Commitment starts at the top of the organisation
SERVICE QUALITY TOOLS & 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
D 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 style
- 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
- MAKING IT HAPPEN
- Using the tools, models and techniques discussed so far in 2 case studies
- A Real-Life case study (in small teams)
- Your own work situation (in same-company groups or alone)
- Tools and approached to be used to include
- Integrated Quality Management Systems
- ISO,
- Balanced Scorecard,
- Six Sigma
- Producing a Plan of Action to take back to the office
- How to improve customer Satisfaction in 5 quick steps
Training Methodology:
This interactive training course includes the following training methodologies as a percentage of the total
tuition hours:-
30% Lectures, Concepts, Role Play
30% Workshops & Work Presentations, Techniques
20% Based on Case Studies & Practical Exercises
20% Videos, Software & General Discussions
Certificates
A Certificate of Completion will be issued to those who attend & successfully complete the programme.
Schedule
08:30 – 10:15 First Session
10:15 – 10:30 Coffee Break
10:30 – 12:15 Second Session
12:15 – 12:30 Coffee Break
12:30 – 14:00 Third Session
14:00 – 15:00 Lunch
Fees
The Fee for the seminar, including instruction materials, documentation, lunch, coffee/tea breaks & snack is:
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