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.
Program 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.
Training Methodology:
The program will be highly participative and will include a wide range of methods including presentations, discussions, videos, case studies and exercises. Where appropriate, these will include real issues brought to the programme by delegates.
Day 1 - 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 customer needs and expectations.
- Commitment starts at the top of the organisation.
Day 2 - Service Quality - Tools and 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.
Day 3 - 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.
Day 4 - 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.
Day 5 - Making it happen
- A look at Quality Management Systems.
- ISO, Balanced Scorecard, Six Sigma.
- Producing a Plan of Action.
- Improving customer Satisfaction in 5 quick steps.
Language: English.
Place: London – UK.
Venue (TBC): Radisson Edwardian Sussex Hotel (Address: 19-25 Granville Place, Marylebone, London W1H 6PA – UK).
