* All fees are exclusive of vat
** PREMIUM - Customize your learning experience
Course Description
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.
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?
- 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
What Will the Learning Experience Include?
Phase: 1
Introduce
- 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.
Phase: 2
Explore & Practice
Phase: 3
Apply
- 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.
- Participant's Evaluation
- Trainer's Evaluation
Phase: 4
EVALUATE
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
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
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
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Land Acquisition, Resettlement and Social Sustainability
Data Centre for Telecommunication
Fiber Optics Technique
CRM in Telecommunications
Telecom Technologies for Business
Beyond Regulation Stimulating Telecom Competition
Telecom Regulation for Today`s World
Petroleum Project Economics
Petroleum Refinery Processing
Oil & Gas Field Operations
International Oil Supply, Transportation, Refining & Trade
Understanding Success Factors in Oil & Gas Industry
Oil & Gas Commercial Contracts & Negotiation Skills
Finance & Accounting for the Oil & Gas Industry
Petroleum Engineering
Fundamentals of Oil and Gas Industry
Risk Management for Oil & Gas Projects
Oil & Gas Gravity Separation
Natural Gas Liquids Recovery (NGLs)
Natural Gas Dehydration Technology
Basic Instrumentation For Process Operators
Test Shadi
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Certification
Averest Training Certificate of Completion or delegates who attend and complete the training course
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On-Site Training
This Course can be customized delivered to a group at your facility saving time and money.