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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: