Managing Service Quality & Customer Satisfaction

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

• 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

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
• Building Rapport
• Influencing skills
• Persuasion techniques
• 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
o A Real-Life case study (in small teams)
o Your own work situation (in same-company groups or alone)
• Tools and approaches to be used to include
o Integrated Quality Management Systems
o ISO,
o Balanced Scorecard,
o Six Sigma
• Producing a Plan of Action to take back to the office
• How to improve customer Satisfaction in 5 quick steps