Managing Service Quality and Customer Satisfaction

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Customers have always been the lifeblood of any business. However, the rise of the internet and social media has transformed the business landscape, eroding traditional competitive advantages and placing Customer Experience at the heart of strategic success. In today’s market, Customer Experience is the last sustainable battleground for differentiation.

To thrive in this evolving environment, businesses must leverage the right skills, tools, and techniques to keep the customer experience at the core of their value proposition. The ultimate strategic goal is to understand what customers perceive as quality and consistently deliver it in a cost-effective and reliable way.

In training course, you will:

• Learn about Customer Service and Quality Management Tools
• Learn how to improve Customer Satisfaction
• Improve your People Skills
• Learn how to Proactively Manage and Control Expectations
• Develop tools and models to enable you to consistently deliver a high-quality product or service to both internal and external customers.
• Understand how to thrive in this new world of SEO, Social Media and Instant, ‘Always on’ peer-review.

Audience

• Directors and those responsible for Profitable growth within the Organization.
• 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

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 value
• Understanding customer needs and expectations
• Commitment starts at the top of the organisation

Day 2: 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
• Tools and approach to be used to include
• Integrated Quality Management Systems
• ISO
• Balanced Scorecard
• Six Sigma
• 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: Operating Virtually & Making it Happen

• Best Practices in using Social Media
• Search Engine Optimization Masterclass
• 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)
• Producing a Plan of Action to take back to the office
• How to improve customer satisfaction in 5 quick steps