Managing Service Quality and Customer Satisfaction

Managing Service Quality and Customer Satisfaction

OBJECTIVES

By the end of the course, participants will be able to:

• 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
• It will be especially valuable to those in specific customer service roles
• Personnel new to the role, as well as more experienced officers seeking to examine and enhance their service quality and customer satisfaction skills

COURSE OUTLINE

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 organization

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 & 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
• Maximize 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 Behaviors
• 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