* All fees are exclusive of vat ** PREMIUM - Customize your learning experience
Customers are the life-blood of any enterprise. The strategic goal for any enterprise must be to understand what the customer decides is quality and then to be able to produce and deliver that quality in a consistent, cost-effective manner. This course will help the participants 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.
What Do Participants Learn?
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?
customer service representatives (CSR)
Anyone aspiring to increase his capabilities in this area
What Will the Learning Experience Include?
Comprehensive pre-program activities include:
Web-based information forms & surveys completed by attendee.
Direct consultation with the attendee about the expectations.
During the training, participants engage in data, activities, and conversations that lead to insight and knowledge.
Participants learn from expert trainers who have both academic and business experiences.
Highly applicable training content & instructive activities for adding depth to training topics.
**A half-day site visit for integrating the experience & plan next steps. Opportunities to provide connections, ideas & support.
Explore & Practice
Apply & sustain the learning experience by using this ongoing support:
To ensure participant has new skills or behavior progress.
Optional, fee-based mentoring & coaching with the trainer.
Training materials & additional documents (e-books, pdf files, presentations and articles)
Evaluate your training experience by giving us feedbacks and help us to reach our organizational goals.
Section One: 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 organization
Section Two: Service quality tools & techniques
Steps to Effective Quality Management
Beginning with measurement
Then we need methods of Control
Service Quality Tools and Techniques
Nominal Group Technique
Cause and Effect Analysis
Solution Effect Analysis
Section Three: 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
Section Four: People skills to deliver excellent customer service
Back to basics – communicating with our customers
Identify Listening Styles for you and your customer
Dealing with Difficult Customers
Understanding Customer Behaviours
Understanding where Anger comes from
Developing Emotional Intelligence
Section Five: 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 approaches to be used to include
Integrated Quality Management Systems
Producing a Plan of Action to take back to the office
How to improve customer Satisfaction in 5 quick steps